Case Study: University Hospitals Birmingham NHS Foundation Trust achieves rapid cloud migration and consolidated, cost-effective contact centres with Netcall

University Hospitals Birmingham NHS Foundation Trust - Customer Case Study

University Hospitals Birmingham NHS Foundation Trust (UHB) is one of England’s largest teaching hospital trusts, seeing over 2.2 million patients a year across six sites. After merging with Heart of England NHS Foundation Trust, UHB inherited multiple on‑premise telephony and contact‑centre systems (including Cisco UCCX and Netcall Liberty Converse) that were costly to support and hampered remote working and consolidation. The Trust engaged Netcall to help simplify and modernise its contact‑centre and switchboard services using Netcall Liberty Converse and ContactPortal.

Netcall delivered a phased migration to the latest Converse hosted in the Netcall Cloud, resolved overlapping networks and extensions, and used ContactPortal’s automated speech recognition to front calls — standing up initial cloud contact‑centre capability within six months and supporting a COVID‑19 vaccination contact centre. The change accelerated a 3–5 year plan into roughly a year, reduced expected unified‑communications spend, enabled staff to work from any site, and is expected to release over 50% of routine switchboard requests while improving response times and delivering ongoing infrastructure and maintenance savings.

University Hospitals Birmingham NHS Foundation Trust