(© WHYFRAME – Shutterstock) Some enterprise IT projects get started to exploit an opportunity or solve user pain points. For public sector organizations sensitive to cost and budget constraints, sometimes IT projects have to happen for rather simpler reasons, like license periods coming to an end – or, as in the case of England’s Hertfordshire Community Trust (HCT), being told at the start of 2024 that their lease on a key building was ending and they had three months to find another home. That news was of particular negative impact for the organization, as it was the headquarters of an important Trust community service. But for the Trust’s Head of Digital Operations, Gary Adams, the question was: Could this problem actually be a break-point that could give him an opportunity to rethink how technology could enhance patient care? He decided the answer needed to be ‘yes’ – so rather than simply replacing its outdated telephony system with another standard setup, he adopted RingCentral’s AI-powered contact center solution, RingCX. Not only was this fully implemented by the vendor’s chosen implementation partner, Future Voice, well inside those three months, it has started to deliver a number of benefits. One year on, […]
Hertfordshire Community NHS Trust swerves possible user disruption – and ends up with a basis for ongoing digital transformation
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