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Nortel Network Case Study: Guy's and St Thomas' NHS Foundation Trust
Overview One of the largest National Health Service Trusts in the UK, Guy's and St Thomas' comprises two teaching hospitals: 8,000 staff provide emergency and specialist treatment to 750,000 patients a year. Five million people call Guy's and St Thomas' every year. With 7,398 telephone extensions, it was a high priority to reduce waiting times and ensure fewer misrouted calls. To achieve this, the Trust wanted to create a single contact number and implement an IVR system to ensure callers would receive a more efficient service but could still interact with a human voice. To meet the Trust's need for high-performance, cost-effective communications, Nortel devised an award-winning integrated communications solution, combining IP telephony with contact centre capability and a state-of-the-art IVR system.
| Publisher | Nortel Networks | File Format | HTML |
|---|---|---|---|
| Date Published | January 2007 | ||
| Format | Case Studies | ||
| Topics | |||
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