The Customer
A growing healthcare organization faced a common challenge after acquiring small offices: the need for a uniform communications system across all sites. The initial attempt with Allworx proved ineffective because of the cost and complexity of providing independent access to dial tone. They were looking for a communications system capable of serving more than 200 physical sites and nearly 300 agents connected every day. They also needed a HIPAA-compliant unified solution capable of integrating desk phones as well as a centralized contact center, which led them to Sangoma partner Thrive Networks for help.
A growing healthcare organization faced a common challenge after acquiring small offices: the need for a uniform communications system across all sites. The initial attempt with Allworx proved ineffective because of the cost and complexity of providing independent access to dial tone. They were looking for a communications system capable of serving more than 200 physical sites and nearly 300 agents connected every day. They also needed a HIPAA-compliant unified solution capable of integrating desk phones as well as a centralized contact center, which led them to Sangoma partner Thrive Networks for help.
Business Challenges
The client began experiencing problems with the phone systems in each acquired office. They tried to resolve the issue with Allworx, an on-premises system, but it could not handle the high volume and diverse operations of the healthcare company. The system was cost-inefficient and could not adapt quickly to organizational changes. In addition, the company needed a system compliant with HIPAA regulations for patient privacy. One of its largest sites, with a 23-line PRI, faced frequent patient complaints about call congestion, which negatively affected service quality and reputation.
Sangoma Solutions
The client recognized the limitations of its on-premises system and the potential of cloud-based operations. They sought help from Thrive Networks, a Sangoma partner. Thrive Networks listened to the business goals and challenges. It then presented the Starbox cloud solution, which efficiently manages SIP traffic, supports primary and backup Internet circuits, and adds an extra layer of security by acting as a session border controller. In addition, Sangoma CX seamlessly unifies communication between desk phones and the centralized contact center. “We initially chose the Sangoma solution for its line pooling and bursting, but the new user-based model, including unlimited and long-distance calling, has given them better cost control. The way the system handles SIP traffic routing and latency was also a differentiator,” says Jennifer Danis, Unified Communications Manager at Thrive.
The client recognized the limitations of its on-premises system and the potential of cloud-based operations. They sought help from Thrive Networks, a Sangoma partner. Thrive Networks listened to the business goals and challenges. It then presented the Starbox cloud solution, which efficiently manages SIP traffic, supports primary and backup Internet circuits, and adds an extra layer of security by acting as a session border controller. In addition, Sangoma CX seamlessly unifies communication between desk phones and the centralized contact center. “We initially chose the Sangoma solution for its line pooling and bursting, but the new user-based model, including unlimited and long-distance calling, has given them better cost control. The way the system handles SIP traffic routing and latency was also a differentiator,” says Jennifer Danis, Unified Communications Manager at Thrive.
The Sangoma system expanded the client’s call management capabilities, more than doubling call volume. Sangoma CX’s robust reporting suite, callback feature, and WebRTC softphones enabled a significant reduction in hardware costs for the healthcare conglomerate.
The Results
The client’s contact center was able to transition quickly to remote work within one week of the start of the COVID‑19 pandemic, thanks to Sangoma’s consolidated technologies. This demonstrates Sangoma’s adaptability. With Sangoma’s advanced reporting suite, agents could be monitored and managed, enabling contact center agents to work from home. This reduced operating costs and staff turnover while increasing agent satisfaction.
The client’s contact center was able to transition quickly to remote work within one week of the start of the COVID‑19 pandemic, thanks to Sangoma’s consolidated technologies. This demonstrates Sangoma’s adaptability. With Sangoma’s advanced reporting suite, agents could be monitored and managed, enabling contact center agents to work from home. This reduced operating costs and staff turnover while increasing agent satisfaction.
Sangoma’s implementation of WebRTC softphones for agents, combined with the system’s adaptability, enabled the client to confidently offer fully remote positions, making it an attractive workplace in the remote-work era. It also improved the client’s operational efficiency by facilitating scheduling changes, multicast paging, and internal call routing configuration.
The client also switched to Sangoma Talk, a desktop softphone, which improved the user experience with features such as agent login. The system’s handling of SIP traffic routing and latency was also a distinguishing factor, making Sangoma a valuable ally in the client’s expansion projects.
According to Jennifer Danis, Unified Communications Manager at Thrive, “The Sangoma team is committed to meeting the unique needs of businesses by making the most of available technologies. Partnering with Sangoma means having a collaborative partner, not just a vendor.”