Case Study: University Hospitals Birmingham NHS Foundation Trust achieves a modern cloud contact centre with Netcall Liberty Converse

University Hospitals Birmingham NHS Foundation Trust cuts routine switchboard requests by more than 50% with Netcall

University Hospitals Birmingham NHS Foundation Trust, one of the largest teaching hospital Trusts in England, faced a challenge with multiple legacy IT and telephony systems following a merger. These on-premise systems were resource-intensive and costly to maintain. The Trust partnered with Netcall to consolidate its call centers and switchboards onto a single, modern platform.

Netcall implemented its Liberty Converse omnichannel contact center solution, hosted in the cloud. This migration reduced the Trust's annual spend and internal infrastructure costs while introducing significant operational efficiencies. The solution provided functionality for staff to work from anywhere, used automated speech recognition to handle over 50% of routine calls, and resulted in faster response times for patients. Netcall's solution successfully future-proofed the Trust's communications.

University Hospitals Birmingham NHS Foundation Trust