Dementia Forward

EV deployed internet connectivity to support voice, data and access to other Cloud services.

Dementia Forward Case Study

Dementia Forward is a local registered charity providing support and information to anybody affected by dementia. The charity has developed a comprehensive range of services, with people living with dementia at the heart of the organisation.

The charity was formed in April 2012 by a professional team of experienced and passionate people who have a profound understanding of dementia. It is a grounded and realistic initiative, formed in response to growing needs, and proactively seeks out the voice of those affected when designing its services.

Dementia Forward’s Challenges

As a growing organisation, the opening of a new regional office meant that a new telephone solution was required to maintain effective channels of telephone-based communication with stakeholders, healthcare professionals and other staff.

This new office also meant that the charity was now operating over 3 locations in the Yorkshire area, causing fragmentation between sites. The challenge was to provide a uniform call handling system that allowed the organisation’s staffing resources to be used more efficiently, made service-users easier to contact and ultimately, delivered a better service to callers. Concurrently, reducing existing expenditure on telephone lines and legacy telephone systems, would also make a big difference in freeing up resources to be better utilised in its services.

The Solution

Everything Voice was chosen to design and supply their hosted VoIP platform to serve users across all of the charity’s regional offices. Based on GENBAND’s globally recognised hosted VoIP platform, Everything Voice implemented a Synergy Hosted VoIP solution and installed Polycom’s VVX range of IP Handsets for users.

With resilience at the core of the solution, the Synergy platform sits within an extensive, fault tolerant and resilient datacentre network, with no single points of failure. This design maximises uptime and ensures the charity’s helpline staff are always available, while maintaining the highest-possible voice quality and stability.

The GENBAND platform incorporates a central administration system for management of call routing and voicemail, as well as a user-portal for each staff member to access system directories, call management information and personal call routing preferences.

Furthermore, features like call recording and integration with a large range of CRM systems can now be easily added through simple monthly subscriptions, as the charity grows.

As crystal-clear voice quality is fundamental in VoIP implementations, Everything Voice also deployed internet connectivity in each site to support voice, data and access to other Cloud services.

Key Benefits

VoIP platform hosted in a datacentre with no single points of failure, guaranteeing 99.99% service availability

Central system administration which is intuitive and allows the whole solution to be managed centrally

Conferencing, mobile integration, hunt groups and voicemail, without the expense of an on-site telephone system

Scalable and flexible, to meet the demands of a growing organisation

Cost reductions across a number of areas including call costs, lines and system support

Advanced services like call recording and CRM integration are available for the future

Single monthly subscription includes everything needed to maintain the system including telephone calls, system management, upgrades and Polycom VVX telephone handsets

Customer Testimonial

“As a growing charity we were keen to invest in a hosted VoIP system because it would allow us the flexibility of a single phone system over all of our locations now, and in the future. Everything Voice were asked to install new internet connectivity into our regional offices and the hosted VoIP solution has proved to be fantastic quality and easy to use. Everything Voice have proved to be very experienced and supportive throughout the implementation and now the system is live.”

Operations Director, Dementia Forward