Your World Recruitment, a global staffing organisation providing careers to experienced healthcare professionals worldwide, is set to better address the global healthcare staffing shortage with an all-new UCaaS solution provided by Avaya (NYSE: AVYA). Healthcare systems around the world face pressure from the pandemic and urgently need personnel to fill gaps in all areas, such as administering vaccines, helping with unexpected peaks in demand and provisioning services. As a result, specialist healthcare recruitment services like Your World Recruitment are working hard to support the front lines with a reliable supply of new talent. To aid the recovery of the global healthcare staff supply chain, Your Word Recruitment is rolling out Avaya Cloud Office™ by RingCentral®, an agile, flexible and scalable communications solution delivered by Fortay Connect, an Avaya ecosystem partner and expert in customer experience and unified communications. The solution is set to support both the immediate needs and long-term growth of Your Word Recruitment. “As a business, we need to ensure that our recruiters can do their job properly, which means dialling speed, call reliability and remote capability,” said Simon Knox, IT Director, Your World Recruitment. Avaya Cloud Office was selected for its ability to deliver a flawless real-time telephony experience for recruiters and candidates from anywhere in the world, as well as support future expansion. The 280-user, all-in-one cloud communication solution is scheduled to go live by the end of 2021. The global nature of the business was also a key factor in the selection of Avaya Cloud Office. Addressing a global healthcare talent pool with a globally dispersed workforce of recruiters, Your World Recruitment delivers its IT services over VDI to support the secure delivery of apps and desktops. This means that real time communications must also work in the VDI environment. “We wanted softphones for easier homeworking and COVID stay-at-home rules accelerated this move, but our first cloud communications partner, couldn’t support telephony seamlessly within our VDI and its desktop and mobile app required different profiles,” explained Knox. “The issue was that there was a delay – and in recruitment any kind of a delay is too long. Avaya Cloud Office works and does what we need it to do, which is to integrate seamlessly with our VDI environment so that our real time telephony is a seamless and effortless experience for our recruiters. It was also commercially more attractive for us. Steve Joyner, Vice President – UK & Ireland, Avaya, added, “The employee experience is just as vital as the customer experience. In the healthcare industry, both are under pressure right now and so, more than ever, communications experiences need to be effortless. This means being unaware of the layers of technology integration that might be going on behind the scenes so everyone can get on with doing their job well. Avaya customers are empowered to provide their employees with everything they want before they ask for it and before they even know they need it as that is the basis for the great customer engagement and the best experiences.” About Avaya Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at http://www.avaya.com. About Your World Healthcare Established in 2005, Your World Healthcare is a global healthcare recruitment agency, placing a wide range of healthcare professionals from all medical sectors including Nursing, Doctors, Allied Health Professionals (AHP), Health Science Services (HSS) and Non-Medical Non-Clinical to public and private sector healthcare settings in the UK and Ireland. In the UK, Your World is a recognized Crown Commercial Service supplier as well as being accredited with HealthTrust Europe, the Collaborative Procurement Partnership, NHS Wales Shared Services Partnership and NHS Scotland. Your World Healthcare also has multiple extensive private contracts in place for the supply of nurses throughout the United Kingdom.
Garden Court Chambers Founded in 1974, Garden Court Chambers is the largest barristers’ chambers in London with leading barristers and expert QCs providing legal advice and services to solicitors, members of the public and organisations around the world. In England and Wales, New Zealand, Australia, India, Pakistan, Sri Lanka and Hong Kong, barristers are self-employed solo practitioners who, to reduce costs, share physical premises – called chambers – including conference rooms, ITC infrastructure and administrative staff. Reliable communications are critical to a barristers’ chambers – if the phones aren’t ringing, then work is not coming in or progressing. When Garden Court Chambers needed to update its communications infrastructure, it had to be done fast, without losing any direct dial-in numbers (DDI) and the technology solution had to provide its barristers with easy-to-use calling, messaging, meeting, always-on continuous collaboration, and more, with no hidden costs. Challenges: On-prem system required receptionist to be on-site to provide directory access and work switchboard Limited video licences, with staff required to set-up calls, resulted in requests for expensive alternatives Arduous call forwarding from within system and only possible to one remote device Barristers had to contact reception to find a number for a colleague, partner, or client limited support for flexible remote working Value Created: One DDI to reach barristers on any device, anywhere. Calls, chat, meetings, collaboration on just one app Workstream collaboration keeps all group comms and sharing of even large files in one place Workstream groups can include members from outside the organisation and abroad Ease of use for staff, and barristers able to manage own contact preferences Ability to assess sound and video quality with analytics to identify causes and fixes No hidden costs, just granular and transparent pricing with great support. Experiences Matters: Experiences matter when seeking legal help and advice, and the experience of the legal team providing that help and advice matters also. Garden Court Chambers was using a legacy on-premise phone system with direct dial hard phones on each barrister’s desk with calls transferred through the switchboard. This was a limited way of working. It meant a receptionist had to be on-site to manage the switchboard and, with only a few licenses available, video conferences had to be set-up by dedicated staff. Barristers were unable to move quickly to fulfil their own business needs – to find a phone number they had to call reception, and requests for expensive access to alternative video conferencing apps were increasing rapidly. In addition, although it was usual for barristers working away from the chambers to provide clients with their mobile numbers, transferring calls between mobiles was arduous and call-forwarding from a desk phone to a mobile number could only be done by the IT admin logging into the phone system. These limitations meant Garden Court Chambers was already looking at how to enable work-from-anywhere communications and collaboration when the pandemic hit and then, with all barristers and staff required to work from home, finding a solution became an imperative. In addition to the new technology solution providing easy-to-use calling, messaging, meeting, always-on continuous collaboration and more, it was critical for the transition to happen within a specific timeframe to minimise disruption and fit around workload – only one month – and that no DDIs or working days were lost in the process Dan Bunce, IT Systems Project Manager for Garden Court Chambers, puts it this way: “Communications are critical to a barristers’ chambers. If the phones aren’t ringing, then work isn’t coming in and cases aren’t being progressed Digital Workplace: Because experiences matter, Garden Court Chambers needed to provide its barristers with the best communications experience possible. This meant moving away from the old way of working where separate on-premise tools were used to connect, communicate and collaborate, to a new world of work where cloud-based solutions support cooperation between people in different locations and time-zone. “Barristers must be available all hours of the day and all days of the week, so they need a digital workplace with no departmental silos, always-on access to information from any location, at any time, and persistent team-enabled workstream collaboration for a true client- and legal team-centric experience. This meant the cloud,” says Dan Bunce. Dan had a shopping list of challenges that he wanted to address and looked at several cloud-based communication solutions. He wanted a single technology and service provider, as his previous experience of having different providers separately responsible for lines and phone system had been poor. “When things go wrong, they each blame the other,” he says. As IT Systems Project Manager, Dan wanted a UCaaS cloud-based solution for its resiliency, automatic updates and the simplicity of an all-in-one application that runs on any platform and does calling, messaging, meeting, and more. “With cloud-based comms, there are fewer points of failure as someone, somewhere, will have an internet connection and be able to take calls. Previously if we had an outage, we lost calls which is a major problem for barristers,” explains Dan. “Another benefit of having a cloud-communications system is that its technology is always current thanks to automatic updates. This is important, as I’ve had problems in the past keeping firmware up-to-date.” One Predictable Bill: Knowing time was of the essence, Fortay Connect moved quickly to arrange a demo and ensure that if Garden Court Chambers went with Avaya Cloud Office, all the stakeholders could move quickly to ensure migration and installation would happen within the month allowed to ensure no loss of business. In addition to its ability to deliver a world-class all-in-one cloud communications solution, the chambers chose Avaya Cloud Office because it provides call analytics, straightforward billing and is easy-to-use. At first, staff trialled some integrated apps from more familiar tools but soon found they didn’t need them – saving the additional cost – as the native platform is so intuitive and easy to use. “With Avaya Cloud Office, barristers get one number for calls, chat, video meetings, file sharing and collaboration and it reaches them wherever they are, on any device they are using. They can easily manage their own preferences for call forwarding, availability, presence, messaging, and video meetings,” says Dan Bunce. “In addition to all this, I am particularly pleased to have some analytic ability, allowing me to assess call quality and drill down to discover why video or sound might be poor, so it can be fixed,” he says. “A final deciding factor in the choice of Avaya Cloud Office was that the other solutions I looked at had hidden factors in the pricing, such as call tariffs or monthly hardware costs. Avaya’s pricing was transparent and granular, with a single predictable monthly bill, which makes a lot of difference.” Winning Communications: In less than a month, and a couple of days ahead of deadline, the installation team from Avaya and Fortay Connect performed a seamless transition to Avaya Cloud Office. The speed of deployment was crucial in protecting Garden Court Chambers as, if any DDI numbers had been lost or working days missed, its barristers would have lost business. “Everything happened when it should,” says Dan Bunce. “Cloud enabled the fast migration, which protected the business, and everything was done when it needed to be done. Since installation, we have been well looked after by Avaya and the support team.” Through the Avaya OneCloud UCaaS platform, Garden Court Chambers is delivering a massive experience improvement for the barristers, staff, and barristers’ clients. This is because Avaya Cloud Office is an always-on digital workplace enabling barristers and staff to work from anywhere at any time in a collaborative, workstream environment. Previously, the legal team working on a case had to create file-sharing links to be circulated via email. Now everything relevant to a case can be securely shared within a dedicated and persistent Avaya Cloud Office group – even with stakeholders outside of the chambers or overseas – eliminating the need to search through emails or the chance of missing downloads. Dan concludes, “The new platform has been revelatory. Not only does it answer all of the needs we outlined, it also provides a single supplier of connectivity and platform, and it is enabling entirely new ways of collaboration. This in turn is reducing the amount of time and work involved in each case, accelerating timeframes and the amount our barristers can get done every day.” Furthermore, the single number that reaches each barrister for calls, chat, video meetings, file sharing and collaboration can be managed by themselves. They choose how they can be reached and when, allowing them to be fully connected to the people and information they need, no matter where they are, what device they have with them, or what network they’re connected to. Future-Proofed: With barristers now able to manage their own call preferences, Garden Court Chambers hopes that over time there will be fewer calls into reception needing to be forwarded on. However, with Avaya Cloud Office, receptionists are also empowered to work remotely and are assisted by the ‘presence’ feature, which indicates which barristers are available to take a call or not, saving time and improving the client, receptionist, and barrister experience. In future, Garden Court Chambers is considering moving towards a hot-desking office model and may even move building. The transition to cloud-based unified communications means that if either of these plans moves ahead, Garden Court Chambers will not lose capital investment in hard phones that are tied to specific desks and any physical move to new premises will be easy from a communications point of view.
ESI Technologies Established in 1919, ESI Technologies is a leading supplier of process equipment and engineering solutions for the biotech, pharmaceutical, chemical, food and energy industries in Ireland, UK and Benelux. It has plants in Cork and Cwmbran. www.esitechgroup.com Challenges With pharmaceutical and biotech industries in Ireland growing strongly, and customers expecting greater speed and efficiency from suppliers, ESI Technologies was keen to increase the flexibility and responsiveness of its systems. Alan Venner, IT Business Unit Leader at ESI Technologies, says: “Customers were increasingly using multiple online and mobile communication channels to contact us, and our existing hard-wired PBX phone system seemed inflexible and restrictive by comparison.” As part of a wider upgrade to its computer systems, which included switching to cloud-based platforms, ESI Technologies decided to review its phone system and explore VoIP options. Alan explains: “Everything was up for grabs from an IT perspective. We looked at what sister companies were doing within the group and explored a number of suppliers. We knew about LogMeIn because we were already using GoToMeeting, so we set up a call to find out more about its cloud-based phone system, GoToConnect.” Solution Following an initial proposal, LogMeIn introduced ESI Technologies to its local specialist unified communications and collaboration partner, Fortay Connect. Mark Taylor from Fortay Connect says: “We matched the requirements and use cases of ESI Technology to the capabilities of GoToConnect. The company’s call requirements were quite straightforward, but we were able to use the infinite flexibility of GoToConnect to create a bespoke set-up for their needs.” Alan adds: “We purchased 76 GoToConnect seats for our users in Ireland and Wales. The system was easy to set up and the onboarding ran smoothly, thanks to excellent planning and regular communication from the project team.” Results Alan says: “The flexibility and customisation we now have at our fingertips is light years ahead of anything we had before. GoToConnect has really enhanced our capabilities, with features such as call groups, forwarding, caller ID and auto-attendant services.” Customers calling ESI Technologies now have many more options than simply leaving a voicemail. Calls not answered immediately are automatically forwarded to standby receptionists or mobile phones, enabling staff to receive and make calls wherever they are. These flexible call-routing capabilities have almost eliminated the problem of unanswered calls for ESI Technologies. All customer-facing product specialists now have the GoToConnect app on their mobiles, so they can always keep in touch with customers. Alan adds: “When a customer has gone to the effort of calling us, rather than using emails or messaging, we want to ensure they’re able to speak to somebody. GoToConnect allows us to provide that personal interaction almost every time. It gives us much greater flexibility by enabling our people to stay connected and work seamlessly from anywhere. Testimonial LogMeIn offered the prestige, the reputation and the expertise we were looking for. We like to build partnerships with our suppliers, and LogMeIn aligned with that approach and had the technological back-up to support our long-term requirements
Paragon Law Paragon Law is a niche immigration law firm, with specializations in corporate, personal immigration and asylum and human rights. Founded in the UK in 2003, the firm is based in Nottingham, UK but with a global client base and with associate offices in the US and Nigeria. www.paragonlaw.co.uk Challenge The Paragon Law strategy is to be an agile law firm. When Covid-19 hit, the company had to fast-track its plans to implement remote working. The company had always used a traditional office phone system, which meant phones had to be diverted to mobiles when staff worked from home. The system could only facilitate basic conference calls and had no capability for video calls or sharing documents. Group CEO, Thal Vasishta, says: “We recognized that the physical office could be a thing of the past. But in our business, it’s important to have face-to-face conversations with clients, who may be vulnerable or in difficult situations. Security is also very important, and we were concerned about the risks of using some of the freely available video-calling software.” Solution Paragon Law needed an integrated videoconferencing and phone system and Fortay Connect were able to arrange a discovery session with Paragon Law to demonstrate how GoTo could solve its problems. Mark says: “Just two days later, Thal placed the order. He said the decision was easy because GoTo was simply the best system he’d found. That’s also why we, as a communications technology specialist, choose to partner with LogMeIn, because we’re confident in offering GoTo products to our clients.” To meet Paragon Law’s pressing need for an online meeting system, LogMeIn set up GoToMeeting within days. GoToConnect, the unified, cloud-based phone solution, was active within a month. The set-up time for GoToConnect is dictated by the process of transferring phone numbers, which is Ofcom-regulated and takes around 30 days. Because GoTo is a cloud-based, SaaS solution, Paragon Law now has a single, monthly per-user fee to pay for its phone and meeting systems, instead of the usual capital costs and variable call and add-on charges of a traditional phone system. The monthly fee includes the phone system, videoconferencing, phone calls, all support, maintenance and software updates. Results Thal says: “Implementing GoToMeeting and GoToConnect had an immediate impact on our business. It meant our teams could work from anywhere, using any device. Videoconferencing is integrated into the software, so it’s easy for multiple people to connect at any time, wherever they are. And, importantly for us, there is complete end-to-end security. We have total flexibility when it comes to calling locally or internationally too, because the system is cloud-based rather than on-site.” Paragon Law was also able to switch to delivering customer seminars via videoconference, using GoToMeeting. It is now looking to adopt GoToWebinar, to take the professionalism of its webinars to the next level. Testimonial We had a detailed look at all the phone and video-calling systems available and GoTo was the best by a country mile. It’s had a huge impact on the way we collaborate as a team and the service we can offer to clients. It means that when we think about growth now, we don’t have to think in terms of larger offices, since all our people can work and connect easily from anywhere.
