An aging phone system in need of a check up

Beacon Hospital is a privately owned full-service hospital located in the Sandyford suburb of Dublin, Ireland. Beacon's 9-storey 238,000-square-foot facility includes 183 patient beds. 

Beacon Hospital had an aging Avaya phone system supporting 550 phones. Their infrastructure spanned across two locations with two comms rooms. In 2016, the organization decided to address a growing Customer Service challenge in routing callers to the correct departments and staff while being able to report comprehensively on this activity. In addition the organization initially sought to have duplicate processors dispersed across the two comms rooms but opted for Mitel/ShoreTel’s* N+1 capability at a fraction of the cost. 

 *Shoretel is now part of Mitel

 
Beacon Hospital is a privately owned full-service hospital with 183 patient beds. In 2016, it was increasingly clear that our ageing Avaya phone system, supporting 550 phones through an infrastructure spanning two comms rooms, was presenting a growing Customer Service challenge in routing callers to the correct departments and staff while being able to report comprehensively on this activity. Initially, we considered installing duplicate processors dispersed across the two comms rooms but on Phone Pulse’s recommendation, opted for Mitel/ShoreTel’s N+1 capability at a fraction of the cost.
— Robert Bruton, ICT Manager, Beacon Private Hospital
 
 

CHALLENGE

A large and aging phone system, incapable of meeting modern demands.

 

SOLUTION

Mitel/ShoreTel’s N+1 system

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