Virtus Health to deploy RingCentral in Australia, Europe

Reproductive health provider Virtus Health is deploying RingCentral MVP and RingCentral Contact Centre solutions at its facilities in Australia and Europe.

The NYSE-listed RingCentral provides AI-first global enterprise cloud communications, video, webinars, hybrid events and contact centre solutions. The company’s integrated and secure unified communications as a service (UCaaS) and contact centre as a service (CCaaS) platform will assist Virtus in delivering personalised patient care, tailored to individual circumstances and needs.

Virtus will roll out these solutions over the next six months at its 62 fertility clinics, day hospitals, and diagnostics and pathology facilities.

While the deployment was initially planned to commence in Australia, the relocation of Virtus Health’s Complete Fertility Centre in the UK to a brand-new premises in Southampton presented the opportunity to pilot the RingCentral solution ahead of the Australian rollout. Once the solutions have been rolled out, Virtus is expecting significant savings annually in business communications costs.

The RingCentral platform will unify and consolidate Virtus’s telephony and contact centre functionality, providing high availability and reliability, visibility and reporting on all calls and voice traffic across the organisation, and the ability to manage call flows and queues centrally between the contact centre and individual sites. It is also a suitable platform to support Virtus Health’s hybrid working environment, and the integration of any future Australian and international acquisitions, according to the company.

The five-year contract includes the provision of devices and project services to design and deploy the integrated UCaaS and CCaaS environment for approximately 1700 employees and a centralised contact centre supporting staff and patients across 62 sites globally. The solution will be deployed over Virtus Health’s global SD-WAN, ensuring quality of service and optimised performance.

The RingCentral for Salesforce integration will ensure calls are routed to the appropriate clinics and teams, that patient information is readily accessible and Virtus can personalise the patient experience.

Shaun Thurling, Head of Information Technology, Virtus Health, said, “Reproductive health care, especially IVF, is a very personal journey and so patient experience is our most important outcome. RingCentral was the best fit to support our key patient care goals, providing the ideal solution for a seamless interconnection between our centralised contact centre and decentralised clinical environment.

“The recent success of our UK deployment has proven that and given us valuable insights to assist in the global deployment over the next four months. We look forward to the additional functionality and patient care capabilities we will gain through the initial rollout, as well as further innovations and integrations to be delivered by RingCentral over our five-year partnership,” Thurling said.

John Poli, Industry Principal, Healthcare at RingCentral, said the company has established “a highly available platform with the level of security and data privacy that is meeting the needs of healthcare providers in Australia and around the world. I look forward to seeing Virtus Health become the industry benchmark in using communications technologies to support personalised patient care.”

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