Case Study: NHS Human Services achieves scalable, reliable IT Help Desk support with Comcast Business SIP Trunks

NHS Human Services Connects More Than 700 Facilities with SIP Trunks from Comcast Business

NHS Human Services is a 40+-year nonprofit provider of mental health and human services with more than 10,000 employees across 700 facilities. Its centralized IT Help Desk relied on an eight-line PBX that couldn’t scale with growth, producing dropped calls and busy signals for the 7,500–8,000 monthly support calls and hindering timely clinical and administrative communication.

NHS deployed Comcast Business SIP Trunks, quickly scaling from a trial to 36 trunks to replace the overloaded PBX. The SIP solution improved reliability and business continuity, integrated with existing Avaya systems, allowed rapid line additions, and enabled Help Desk technicians to work remotely via VPN and call forwarding—delivering consistent call quality, expanded support hours, and a cost-effective, scalable voice platform.

NHS Human Services

Sean McCloat

Corporate Director of IT Services