The dawn of the hybrid work era, combined with the looming PSTN switch off deadline, have contributed to the accelerated adoption of unified communication as a service (UCaaS). Already worth USD 47.64 billion, the global UCaaS market size is expected to expand at a compound annual growth rate of around 20.6% between now and 2030.
To meet this growing demand, BT partnered with RingCentral to create its own UCaaS product, BT Cloud Work, provided by the RingCentral platform. With professional services and end-to-end cloud migration support provided by BT. This solution has been helping BT customers move from legacy phone systems to the cloud.
Read on to hear how BT Cloud Work provided by RingCentral benefits organisations, and to hear the story of one global organisation that’s made the switch, ProPharma.
“Cloud Work provides each team with the ability to answer a phone call no matter what’s happening within the data centre. It enables everyone, any patient around Europe, to phone in and have their issues triaged.” Kev Stannard; Service delivery manager, ProPharma
As well as moving organisations’ communications over to the cloud ahead of the 2025 PSTN switch off, there are many other benefits to migrating to BT Cloud Work.
ProPharma is the leading global provider of regulatory, clinical, and compliance services for the life sciences industry. It’s a complex business, but one aspect of its work is operating a call centre that provides crucial medication advice – the number you’ll find on the information sheet that comes with all medication. So if a patient or clinician rings ProPharma for advice, it’s critical that its phone system doesn’t fail.
Located in rural North Yorkshire, this call centre was previously delivered on ISDN30, a high-performance cable connection. But if that cable got damaged, it would bring down the whole service. There was no disaster recovery system in place and limited backup. Calls could be rerouted to someone’s mobile, but that meant only one call per person could be dealt with at a time, and ProPharma usually deals with several hundred calls per hour.
Recognising they needed a better business continuity system – as well as greater flexibility for a growing and increasingly remote workforce – they chose to switch to BT Cloud Work. This operates alongside ProPharma’s existing SIP (Session Initiation Protocol) line. So when a call doesn’t get answered or doesn’t connect, it’s automatically diverted to Cloud Work. Through the Cloud Work app, call handlers can then access the same collaboration tools and call management features, no matter where, or on what device, they’re working.
Since transitioning to BT Cloud Work, ProPharma have had three critical outages, and each time, Cloud Work has ensured there was no drop in service. The mobile app has also meant staff can provide a reliable out-of-hours service, and can work remotely without needing to have a business mobile phone. Managers now have visibility of the whole system and can easily route calls, add people to teams, and see where problems are on the network.
“It’s far more flexible and agile, and we can respond far quicker for a better customer experience.”– Kev Stannard, Service delivery manager, ProPharma.
If, like ProPharma, you’re ready to strengthen your communications resilience and enable productive, flexible working for your employees, you can find out more about BT Cloud Work here.
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