Outcomex assisted an Australian healthcare service provider in their information and communication technology (ICT) infrastructure transformation. This included moving from on-premise infrastructure to cloud and improving communications and collaboration solutions to suit a more remote and hybrid workforce.

We leveraged Cisco’s industry-leading range of products, deploying Cisco Webex Contact Centre, to ensure that the health service provider’s requirements of operating a smart and secure ICT environment, where staff continue to be productive and customer service remains high, so that they the care they need when they need it.

Client

Serving a population of more than one million, the healthcare service provider offers healthcare services to a network of hospitals, clinics, and physicians. Their key focus is on improving patient care by translating research outcomes into clinical practice.

To keep business continuity, particularly with the COVID-19 pandemic, the healthcare service provider realised that they needed to operate from a cloud-based platform, moving away from on-premise infrastructure if they were to operate at an efficient and effective level. Additionally, they needed a viable security and collaboration solution that would enable their staff to work more remotely and securely, with little or no disruption to their business while ensuring enhanced protection of their data and information.

Opportunity

One of the healthcare service provider’s key objectives was to improve the security of electronic communications arising from the remote working of their employees due to COVID-19, as well as to meet the then-newly mandated requirements of the local Government’s Department of Health and Human Services.

They required a migration to a cloud-based contact centre platform as their existing on-premise contact centre platforms were limited and unable to meet the requirements needed for home contact centre agents. The healthcare service provider needed a simpler way to enable contact centre agents to work from home while ensuring a high security posture for remote access to a secure network environment. Additionally, they required ongoing managed services to ensure a smooth and continued operation of their collaboration environment.

Solution

The healthcare service provider’s main priorities focused on simplifying the ongoing management of their contact centre, and the ability to scale as business requirements evolve. To help them meet their unique requirements, Outcomex assisted in the migration from an existing on-premise Cisco data centre and telephony environment to a cloud-based platform, while also providing ongoing managed services.

As a cloud-based environment, we utilised Cisco Webex Contact Centre to help the healthcare service provider alleviating their concerns around data centre footprint and associated costs. We also provided two tiers of Cisco Webex Contact Centre agent licences:

  • Standard licenses to provide a browser-based agent experience, including voice capabilities, intelligent queuing, CRM connectors, and basic call recording
  • Premium licenses to provide additional functionality, such as advanced reporting, email and web chat media, and supervisor capabilities

Several hybrid services were deployed in the existing data centre to extend and simplify the existing telephony environment and to ensure business continuity. The migration to on-cloud remediated challenges the healthcare service provider had with existing infrastructure, namely unable to meet the needs of a remote workforce which would impact business continuity.

As part of the Cisco Webex Contact Centre cloud deployment, we provide ongoing managed services. In addition to monitoring cloud services, we also providing monitoring of OTT connection to Cisco Unified Communications Manager (CUCM) and Cisco Unified Border Element (CUBE).

CUCM is the core of Cisco Collaboration services and is ideal for contact centres as it facilitates session and call control for video, voice, instant messaging, mobility, and presence. It provides reliable, secure, scalable, and manageable call control and session management – ideal for remote working. CUBE ensures secure voice and video connectivity from the enterprise IP network to service provider SIP trunks. Through the utilisation of CUBE, the healthcare service provider is able to save on their current network services, along with simplifying network architectures, and positioning their networks for ongoing enhancements in collaboration services. Through daily monitoring, we ensure the smooth operating and running of the OTT connection to both Cisco solutions and to ensure business continuity remains consistent whether working remotely or on site.

Lastly, we offered 24/7 Managed Services to the healthcare service provider. This will give them access to unlimited cloud and break/fix support, including complex technical support and troubleshooting advice. Additionally, we provide them with reporting and incident resolution, as well as managing the day-to-day relationship with Cisco. As a result, the healthcare service provider will benefit from a high performing and secure platform that is simple to operate and enables reliable services for contact centre applications.

Technologies used

  • Wireless & Networking
  • Collaboration
  • Cloud Services
  • Managed Services

Impact

Outcomex assisted a key Australian healthcare service provider with the migration to cloud from on-premise infrastructure, the implementation of state-of-the-art Cisco Webex Contact Centre, and the required licensing needed, including providing ongoing managed services. The cost-effective solution was specifically designed and deployed to support their focus of serving clients with voice-only agent services, including premium services offering supervisor and omni-channel experiences.

The health service provider now has a scalable solution, required in response to the COVID-19 crisis and suitable to adapt to the rising need of the hybrid workplace, an improved reporting and proactive alerting feature through our managed services. Additionally, their portal access provides visibility over reporting, service desk, network monitoring and equipment, improving their decision-making capabilities to drive contact centre performance, increasing customer experience and business continuity.

As the telephony side of the project is still ongoing, Outcomex plans to migrate telephony services from Siemens, deploy new Cisco Hyperflex and implement upgraded CUCM on the new hardware. Through the deployment of Hyperflex, the healthcare service provider will have enhanced operational efficiency, and a faster and more agile IT infrastructure, including increased flexibility and scalability of their healthcare delivery systems that are more secure and able to better protect critical data and business applications. The upgraded CUCM will give them greater control and visibility in the telephony space, improving the performance of their data centre and its capabilities.