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The Essential Role of Hybrid Unified Communications in Healthcare

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Improving patient outcomes with better UC technology

Hospitals and healthcare clinics are among the most complex technological ecosystems to manage. Staff and patients demand timely, secure, and dependable communication, while administrators often face shrinking budgets and increased regulatory oversight.

Hybrid unified communication (UC) platforms are now designed to address these challenges. They allow healthcare organizations to optimize their infrastructure and investments while maintaining data security. The latest UC features offer valuable integrations that streamline workflows, support frontline workers, and empower collaboration across dispersed teams. Let’s take a closer look…

Maintain Greater Control and Dependability with On-Premises UC

If there are reasons why 37.5% of healthcare organizations report exclusively using on-site deployments and another 12.5% relying on single-tenant private hosted cloud solutions, they are security and dependability.

For healthcare leaders, the top priorities are protecting sensitive data from hackers and ensuring mission-critical communications systems are always running.

During last year’s CloudStrike incident, hospitals and health systems across the country were adversely impacted, with the American Hospital Association (AHA) reporting clinical procedure delays, diversions, and cancellations.

On-premises UC solutions allow healthcare organizations to maintain greater control of their data. By hosting the infrastructure within their physical environment, they have complete oversight of their patients’ electronic health records (EHRs), financial data, and other confidential details.

Hybrid Cloud Solutions: Balancing Modernity and Security in Healthcare

We commonly hear the argument that on-site UC platforms lack the flexibility of cloud-based unified communications as a service (UCaaS), but that oversimplifies the diagnosis. Healthcare tech stacks are complicated. They often depend on legacy systems connected to custom integrations that support everything from EHR management and patient communications to specialized equipment and digital monitors.

In these complex ecosystems, there must be a delicate balance between leveraging modern solutions and maintaining data oversight.

This has healthcare leaders increasingly looking at integrated private or hybrid cloud solutions that provide agility with end-to-end encryption. This tailored approach allows organizations to identify where it makes sense to move to the cloud or stay on-prem. For example, the core on-site platform can remain intact at a central location. At the same time, new clinics or mobile units can utilize an integrated hybrid cloud solution that keeps providers securely connected with their patients and colleagues no matter where they are.

Hybrid Cloud ensures the control of on-premises UC while delivering the go-anywhere scalability of UCaaS. For this reason, it is no surprise that Frost & Sullivan projects hybrid deployments to dominate the UC market – 80% by 2026.

Support and Safety for Frontline Workers

Frontline workers are integral to our healthcare system, and their communication needs are unique. Most doctors, nurses, and support staff are constantly on the go, which means they need access to adaptable and versatile solutions that lead to a positive patient experience and streamlined workflows that make knowledge sharing more efficient.

Security is also a concern. Healthcare workers know challenging situations, but increasingly, they face situations where personal safety could be at risk. Last year, 81% of US nurses experienced workplace violence, including physical abuse and verbal threats.

That sobering statistic is why there is a further focus on the security of healthcare professionals in the workplace. While this requires multiple layers, technology does play an important role. Versatile and fully integrated multi-modal UC solutions like DECT handsets have built-in security features that provide dependable and responsive communication in threatening situations. Critical communications and notification systems can be vital in keeping everyone safe, informed, and connected during emergencies.

Adapting to Regulatory Changes

Healthcare is one of the most highly regulated industries worldwide, and for good reason. Trust between medical professionals and patients is integral to ensuring proper care, which is why strict controls over sensitive patient information exist. Several regulations, including HIPAA, GDPR, and Kari’s Law, are in place to ensure data is safeguarded and the public has direct access to emergency services.

Laws and regulations are constantly evolving and can be specific to certain states and regions, so technology needs to be able to adapt when required. Because on-prem and private cloud solutions are custom-built, updates can be deployed quickly to ensure compliance with changing regulations or legislation.

Enhancing Healthcare Communications through Tailored UC Solutions

UC solutions can create exceptional patient and provider experiences tailored to your healthcare organization’s objectives. Of course, you’ll also need to stay focused on ensuring reliability, security, and compliance.

With so many factors at play when optimizing your legacy solution or moving to the cloud, you’ll want the support and expertise of a trusted, local UC provider.

TCI has been supporting the DC region for 40+ years. We design, deploy, and support the UC technologies that bring healthcare providers and patients together.

Connect with TCI’s local team of healthcare UC experts at (703) 321-3030 or info@tcicomm.com.

 

Zoom & Mitel Announce AI Hybrid Communications & Collaboration Solution

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A big announcement from Zoom and Mitel is putting the spotlight on their upcoming hybrid service bringing together best-of-both-worlds collaboration, advanced AI and voice capabilities.

Press Release here

Their unified communications and collaboration (UCC) solution combines the versatility of Zoom’s cloud-delivered services with the customer control of Mitel’s privately hosted and on-premises solutions.

Together, Zoom and Mitel will deliver security and control for your mission-critical communications, integrated with seamless collaboration that can improve your business continuity posture and boost your team’s productivity.

Taking Hybrid Experience to the Next Level

Zoom Workplace and Mitel’s Common Communication Framework support deep integration with your most valued business and vertical applications. Get the most out of your communication solutions with application integrations for your frontline and knowledge workers.

Business Continuity and Resiliency

Enjoy peace of mind knowing you have outstanding security protecting your best-in-class meeting experience. Seamlessly access Zoom Phone and Workplace, while taking advantage of your existing Mitel investments. Leverage the latest technologies with the Powerful Zoom AI Companion.

Deeply Integrated Workspace Meeting Experience

Enjoy a fully embedded, feature-rich UC and mobile app experience with no add-ons or plug-ins. You can use Zoom Phone with embedded support for Mitel’s Business platforms – deployed on-premises or hosted in the cloud.

If your organization needs a way to bring Zoom and Mitel together, let’s get the conversation started. Contact us at (703) 321-3030 or info@tcicomm.com.

 

Position Your SMB for Success with the Latest UC Capabilities… Connect Your Employees & Customers

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As we look toward the new year, small business owners have a lot to consider…

  • After navigating a global pandemic and high inflation, small business owners know they need to be ready for the next unexpected business disruption.
  • Customer expectations have reached an all-time high, and delivering an optimal customer experience has become more critical than ever.
  • Employee needs have also changed, with many desiring more flexible and fulfilling work options.

These increasing demands present new challenges for SMB owners and IT professionals who now must develop a strategy for connecting a distributed workforce while interacting with customers wherever they happen to be.

The SMBs that will be the most successful are implementing the latest Unified Communication (UC) tools to provide resilience over the long term.

Today’s UC tools are integral in streamlining business processes by combining features like Team messaging, AI-powered chatbots, Video chat, and Third-party app integrations.

  • Delivering an Optimal Customer Experience – UC solutions provide SMBs with the flexibility to connect with customers on their preferred channels – whether it be contact center, SMS, Web chat, email, social media, or even virtual agents. SMBs need UC solutions that easily follow a customer conversation from virtual chat to phone to email.
  • Providing Flexibility to Employees – 98% of employees want to work remotely at least part of the time. As your workforce moves toward a hybrid work model, long-distance collaboration will be essential. A single easy-to-use UC interface simplifies this process for both employees and IT departments bringing together phone, chat or messaging, audio and video conferencing, web collaboration, and more.
  • The Cost Consideration – Lost productivity from poor communications strategies can cost SMBs significant dollars – funds that small business owners can’t afford to lose. They need reliable UC tools that are scalable and can grow and change with their business. Their UC deployment models must adapt to what’s best for business – whether that’s on-premises, in a private or public Cloud, or hybrid arrangement.

Plan Now for a More Prosperous 2024

As many SMBs prepare for the new year, there’s no better time to start implementing UC tools into business practices. Customers will spend money with businesses that are easy to communicate with and can solve any issues that may arise, quickly and efficiently.

Prospective employees looking for a new opportunity will also be attracted to businesses with systems that make their jobs and lives easier.

Let’s talk about your challenges and goals and map out a plan that will move your organization forward. Contact us today: (703) 321-3030 or GetHelp@tcicomm.com.
 


 

Supporting DC Metro Leaders in Education, Hospitality and Retail with On-Premises & Hybrid Unified Communications

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The on-prem, private hosted, and hybrid Unified Communications (UC) platforms TCI deploys and supports offer unique advantages for education, hospitality, and retail organizations.

A 2023 Metrigy global survey found 64.7% of those in the hospitality industry are on-premises or private-hosted, 56.7% of education, and 50% of retail. These high adoption rates of on-prem and private hosted UC platforms, coupled with the relatively small percentage of those planning to move to UCaaS, highlight significant benefits for the on-premises, private-hosted, and hybrid models for these industries.

4 Reasons Why Education, Hospitality, and Retail stick with On-Prem and Hybrid UC

1. Reliability – The primary reason cited across all three industries for staying with on-premises and private-hosted solutions is their reliability. In the retail space, with large numbers of distributed locations, stores must be able to operate even if there is a network outage. Individual locations must be able to place and receive calls and ensure that systems such as alarms can always function. Hospitality operates under a similar model. A hotel, for example, can’t tolerate downtime for its in-room communications or be unreachable by those looking to make a reservation if there is a network outage or a UCaaS outage. Educational organizations, too, must ensure reliability, especially for higher education institutions spread out across campuses, and support communications modalities, including emergency calling systems.

2. Cost Savings – Nearly 46% overall, including half of retail and hospitality organizations, say that cost savings are the primary reason they stay with on-premises or private-hosted deployment models. On-prem or private-hosted models can often be less expensive and may already be fully depreciated. They also can allow companies, through hybrid solutions, to add additional cloud-based features, such as analytics and application integrations, without making wholesale changes to UC and contact center platforms. And they can preserve existing investments in endpoints and infrastructure such as gateways.

3. Security and Data Privacy – On-premises and private-hosted deployment models allow organizations to control their own data. Educational organizations may use their UC platforms to manage student data, including potentially sensitive information such as grades and health records. Hospitality companies may hold information related to customer location, travel history, and payment preferences. Retail organizations must process payment information per Payment Card Industry (PCI) compliance standards. Organizations may have sensitive competitive information they wish to ensure isn’t shared with service providers or potentially outside their control.

4. Integrations – Education, hospitality, and retail organizations will likely have extensive and unique integrations between business applications and their communications platforms. In our research, the need to integrate file management, project and task management, HR, CRM, and ERP applications into collaboration platforms is common to all three.

Beyond those drivers, there are several industry-specific examples of how On-Prem and Hybrid UC supports unique requirements, including:

Education:

  • Self-service portals allow students to check their account balances and billing information by phone or messaging app bot.
  • Student management platforms integrated with call centers enable students to click to call for support from within a learning management app such as Ellucian Banner or Blackboard.

Hospitality:

  • Guest management platforms enable customers to check account information, order food, movies, or services, or easily reach a concierge through a single click on an in-room phone or via an integrated mobile app.

Retail:

  • Inventory and order management systems allow customers to check product availability or order status by phone or receive text updates.
  • In-store wireless communications platforms for employees allow on-the-go communications and enable mobile staff to take incoming calls from customers seeking assistance.
  • Marketing automation systems send special offers and updates to customers via text.

Education, hospitality, and retail organizations may also integrate security systems into calling and paging platforms to provide automated notifications in an emergency.

In all these cases, on-premises and private-hosted solutions allow education, hospitality, and retail organizations to customize and control their communications environment.

Furthermore, education, hospitality, and retail organizations can use hybrid solutions to add additional features and functionality from the cloud while preserving their existing investments in on-premises and private-hosted platforms.

TCI has decades of industry-specific expertise. Let’s talk about leveraging the best technology to help achieve your organizational goals.

Contact us at (703) 321-3030 or GetHelp@tcicomm.com.
 


Phone Systems in the Cloud vs. On-Premises vs. Hybrid Deployments

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Phone systems have traditionally been deployed on-site, but the lure of the Cloud is strong. Many multi-site businesses are now using a hybrid combination of both… deploying an on-premises system at headquarters and Cloud solutions for the branch offices – all interconnected and centrally managed in a hybrid arrangement.

Click here for Mitel’s helpful Decision Tree for deciding on Premises vs Cloud

There are many reasons why On-Premises phone systems remain popular…

  • The need to control technology in-house.
  • The need for customized features, integration with other applications, or advanced call center capabilities.
  • The need for uninterrupted communications or compliance with strict regulatory requirements.
  • The need to depreciate equipment costs over time.

The Cloud can be a good fit for small to mid-sized businesses or a larger enterprise with smaller, remote offices…

  • Eliminates need for upfront investment. Costs become operational expenses and are more predictable.
  • No need for in-house staff to purchase, configure and manage your system, servers and storage.
  • Maintenance and support are simplified and upgrades are automatic.
  • Whether your business is growing or needs to scale down in a pinch, a cloud service can easily adapt.

Let TCI step you through all your VoIP deployment options, recommend the best approach for your business model, and manage the roll out for you. Contact us today at (703) 321-3030 or info@tcicomm.com.