Unified Communications for Healthcare
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Unified Communications for Healthcare



Overview of the esnatech Unified Communications and Collaboration solutions for the Healthcare industry

Overview of the esnatech Unified Communications and Collaboration solutions for the Healthcare industry



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    Unified Communications for Healthcare Unified Communications for Healthcare Presentation Transcript

    • Unified Communications For Healthcare
    • History and Background
      • Leading developer of Unified Communications technology
        • One of the only recognized independent UC solution providers
        • Multiple product and industry awards
      • Long history of technical innovation in enterprise communication space
        • Founded in 1989
        • Earlier provider of Unified Messaging technology
        • Launched first Unified Communications solution in 2001
      • Strategic partnerships with leading PBX OEMs and communication technology providers
        • Partners/OEMs: Mitel, Iwatsu, Avaya, 3Com, Aastra, Toshiba and Teltronics
        • Technology: Nuance, Radvision, Sybase and Microsoft
      • Headquarters in Toronto, Canada
        • 40 employees: approx. half devoted to R&D
    • SIP Application Server for UC Enablement Unified Communications—PBX Agnostic Apps today without changing legacy switches IBM Mobility Notification Personal Assistant Custom IVR Speech Conferencing—Audio Bridge and Polycom Integration Desktop Email Collaboration 3 rd Party Integration and Microsoft OCS and Google Talk Instant Messaging Presence Engine
    • Benefits to our end-users/customers
        • Provides mobility, presence and messaging solutions to any end-point including all desktop and wireless endpoints
        • Provides UC integration of SIP devices to any legacy PBX environment
      UC on the desktop Mobile UC Voice access to UC Web & SaaS access to UC
    • Ask yourself these questions:
      • Where are you on the adoption lifecycle?
        • Does your organization engage in close partnerships or affiliations with external organizations; private practices, specialists and clinics?
        • Do you have a distributed workforce; Doctors and nurses moving from ward to ward, or facility to facility?
        • Does your organization employ many field-based people who spend a lot of time on the road; management, fund-raising, doctors etc?
        • How easy is it to track down and contact nurses, staff, service personnel, doctors and patients the first time?
        • How easy is it to find information you share regularly with your team, and know you have the latest version?
        • How easy is it to setup and conduct ad-hoc conference calls and meetings?
    • A planned approach UCC Deployment Phased Approach Business-led and Application-driven Top-down approach for UCC Unified Communications ready infrastructure Bottom-up approach for UCC
    • Traditional view of UC evolution Evolution of UC VoIP IP Telephony Unified Communications
    • Typical UC options from the bottom-up Fax Server Conference Server UM Server IVR/CTI Server IPT/Collaboration Unified Messaging Speech Server IVR/CTI Server Mobility Server Conference Server Notification Server Speech Server IM/Presence Server Fax Server $
      • Infrastructure upgrade
      • User training
      • Administrative training
      • Interoperability testing and deployment
      • Major investment for each incremental technology
    • Leverage existing investments from the top-down
      • Top-down approach to Unified Communications
        • Works with existing infrastructure
          • Legacy PBX or phone system
        • Works with existing core business applications
          • CRM, SFA, ERP, Email, GroupWare
        • Consolidate costs in each separate technology
          • one cost-effective license
        • Consolidate costs of management and deployment
        • Future-proof your technology investment
          • Supports future IP and Cloud computing direction
    • Esnatech UC top-down alternative IPT/Collaboration Unified Messaging Speech Server IVR/CTI Server Mobility Server Conference Server Notification Server Speech Server IM/Presence Server Fax Server
      • Single server solution
      • Future-proof interoperability
      • No infrastructure upgrade
      • User choice of access
      • Provides migration strategy—UM/IPT
      Stretching your technology investment
    • Esnatech UC Solutions
      • Application suite that goes beyond messaging
        • Mobility/Presence management solutions
        • Unified Communication solutions (email, voicemail, telephony within GroupWare and CRM solutions)
          • Voice processing solutions
          • Unified messaging solutions
          • Speech enabled mobility solutions
          • Fax solutions
          • CTI/Presence platforms
          • Emergency broadcasting platforms
          • Disaster recovery and high availability solutions
          • Meet Me audio conferencing
          • Desktop video integration—Tandberg
    • UC functionality with Legacy Infrastructure
      • Intelligent migration to a New Era of Communication
      Stage 1 Closed Systems and Networks Stage 2 UC Application Layer—Links Systems Stage 3 Infrastructure Migration Unified Communications Unified Communications
    • Bridging Enterprise Infrastructure
      • Legacy environment and SaaS services
      Cloud services and applications Enterprise phone systems and Apps
      • Esnatech UC provides secure, authenticated integration between on-premise infrastructure and SaaS-based applications.
      • No footprint or overhead to deliver communication services
      • Deliver on-demand usage and costs
    • Highly available and resilient architecture Office-LinX Distributed Architecture PBX Slave 2 100 SIP ports Slave 1 100 SIP ports Master Slave 100 SIP ports Consolidate Server SIP SIP SIP Real-time Synchronization
      • Distribute calls over multiple voice servers
      • Scale up to 800 ports
      • SIP pooling allows call to occur on any port for maximizing port utilization
    • Multiple PBX integrations 14 Office-LinX Distributed Architecture Slave 2 100 SIP ports Slave 1 100 SIP ports Master Slave 100 SIP ports Consolidate Server SIP SIP SIP Real-time Synchronization PBX 4 SIP SIP SIP SIP PBX 2 PBX 1 T1-SIP Gateway T1-SIP Gateway PBX 3 T1/SMC T1/SMC
    • HA with local survivability 14 Slave 2 100 SIP ports Slave 1 100 SIP ports Master Slave 100 SIP ports Consolidate Server Data Center Real-time Synchronization Site 4 Site 2 Site 1 T1-SIP Gateway T1-SIP Gateway Site 3 T1/SMC T1/SMC DR Site Slave 3 100 SIP ports SIP SIP SIP SIP SIP SIP SIP SIP WAN
    • Highly available and resilient architecture
      • Cancer Association in Canada
      Master WAN Toronto Burlington Consolidated Node 1
    • Don’t VoIP—Unify your distributed facility! Esnatech Application Server VCPN services, LCC Application TDM PBX GroupWare Applications CRM/SFA Applications Management and Admin Esnatech UC services PBX Node 1 SIP SIP/Analog Gateway SIP PBX Node 2 SIP/T1/E1 Gateway SIP-based PBX PBX Node 3 PBX Node 4 PBX Node 5 SIP SIP SIP IMAP/MAPI XML XML HTTS/HTTP WAN
    • UC applications in Healthcare
        • Voice/video/speech access to directories
          • Internal LDAP/Active directory
          • Patient check-in
        • Speech-enabled IVR intelligent front-end to call center
        • Mass event notification
          • First alert to nurses and security
          • Mass event alert via SMS/desktop/phone alert
        • Unified Messaging for doctors and personnel
        • Mobility services for doctors and nurses
        • Video-enablement on legacy PBX’s desktop collaboration
    • Core Feature Set
      • Unified Messaging
        • Access voice mail and fax mail from MS Exchange
        • Access Exchange inbox from over the phone using text-to-speech
        • Full integration with phone system message waiting indicator
    • Access to voice and fax from existing email applications
    • Issues managing calls
      • Operators routing calls:
        • 30-60% of all calls are internal
          • Operators are tied-up transferring internal calls
          • Operators are forced to put other calls in queue, looking up ext. numbers for employees
        • 40% of calls to a company are from other employees, vendors, friends, and others who know who they want to reach
        • Result in lost calls or not getting connected to the appropriate resource, floor, ward or doctor
    • Problem: The traditional auto attendant (touch-tone based)
      • Caller behaviour survey:
        • 44% find them difficult to use
        • 55% press “0” when prompted to use a names directory
        • 54% press “0” when asked to spell the party’s name
        • Only 40% typically know the ext. number
          • 40% press “0” even when they know the ext. number
        • Only 43% know how to spell their party’s name
    • SpeechLinK Application Suite
      • Automatically routes incoming calls by saying the name of the party desired
        • Reduces the number of calls transferred to the operator
        • Frees-up operators to handle more complex calls, which improves productivity
        • Follows staff, based on presence and location
      • Eliminates the need to memorize extension numbers
        • No need to enter letters or numbers on the keypad
    • Speech Technologies
      • Speech Auto Attendant
        • Access to global employee directory
        • Overflow from operator to speech auto-attendant (who would you like to speak with?)
          • Hot button on ward phones for the on-call nurse
          • Hot button on phones and DID for specialist directory
          • DID number for long-term stay patients (direct family access to room)
        • Speech Navigation
          • Speech navigation of IVR trees
          • Speech access to contact databases—calling, sending messages
          • Auto network password reset
        • Speech-to-Text Translation
          • Voicemail converted to email
          • Conversations or transcriptions of messages
    • Speech Transcription
    • Mass Event Notification
      • Notification Services
        • Integrates with any PBX
          • TDM/IP and mixed environment
        • Drives multimedia notification
          • Multiple lists—doctors, nurses, active patients and family, wards and floors
          • Voice, fax, text, SMS etc.
        • Integrates with existing sources of data
          • Active directory, LDAP, public/private contacts, CSV, coma delimited
        • Interfaces to third party applications
          • XML interface to other applications to drive events
    • Real-Time Emergency Alerts Phone Mobile Smartphone Web Applications Message Sources DTMF/Speech DTMF/Speech SMTP HTTP/HTTPS XML SMS Phone # Desktop Email HTTP/HTTPS DTMF/Speech SMTP XML Multimedia Recipients PBX SMS Aggregator Email
    • Providing SMS network coverage
      • Leverages global SMS network with hosted bulk SMS providers:
        • Csoft— www.csoft.co.uk
        • Celltrust— www.celltrust.com
        • Short code licensing is recommended on bulk message sending
      Http Access UC Server Hosted SMS providers: Csoft/Celltrust Carriers and Wireless providers Users
    • Real-Time Emergency Alerts
      • Sources of data to build list and manage
        • Manually create—no limit
        • Import name and address type:
          • Active directory/LDAP
          • Public and private contact lists
          • CSV, comma delimited file source
      Manual Input AD/LDAP Public/Private Contacts CSV, External Database
    • Esnatech UC with video integration SIP VCPN
    • What is VCPN?
      • Virtual Communication Private Networking
        • VCPN—Esnatech’s secure SIP services connecting and networking switch networks
        • VCPN has the ability to connect telephony environments of disparate types
        • VCPN can layer on UC applications such as location centric communications and mobility
    • VoIP and video-enabled phone network Avaya CM Nortel CS1000 Nortel Meridian Avaya Definity Tandberg VCS T1 T1 SIP SIP SIP SIP SIP
    • VoIP and video-enabled phone network SP Nortel Meridian Private Practice Front desk (Ward) Clinics Associated hospital or healthcare provider SIP T1
    • Esnatech UC value
        • Single number dialing across all locations with disparate PBXs
        • Adding video and VoIP to legacy environments
        • Adds presence-based routing and integration
        • Provides speech-enabled dialing and routing from any location on the PBX network
    • Use cases
      • Single number dialing plan to any doctor regardless of device across the network
        • Mobile
        • Video
        • IP phone
        • Softphone
    • Instant access to secure mobile communications
    • Belgian Red Cross
      • Application
        • When a call is received, the caller is requested to enter their zip code. The system repeats the number as a confirmation. Once confirmed the database is then checked availability in terms of:
          • Is the a doctor on call? If yes, then the caller is transferred to the doctor. If no, then the system will play “there is no doctor on call.”
          • Is this zip code serviced by Red Cross Flanders or in a neighboring area—is there a number to call? If the zip code is not serviced by the Red Cross Flanders area, the database searches for the zip code in the neighboring area. If the zip code is serviced in the neighboring area, the system will let the caller know they are not able to provide after-hours service, but will provide them with a number in their area. If the zip code is not in the immediate area, nor in the neighboring area the caller will hear “this zip code is not serviced, please check your local newspaper for a number.”
          • Not a known number—if the zip code is incorrect, the caller will hear “this zip code is not known with this service. If you want to try again or enter another number, stay on the line.”
          • A web interface was created for the different zip codes for easy management by the Red Cross Flanders staff, which is also responsible for managing the schedule and available numbers for the doctors in the service. The web interface also makes it possible to easily manage the neighboring zip codes and available numbers similar services.
    • Belgian Red Cross
      • Result
        • For the caller: The new system makes it easier and faster to access information regarding doctor availability. Callers now simply enter their zip code into the phone and the system provides them with information regarding the availability of a doctor in their area or with a number to call for a neighboring area.
        • The system has increased customer satisfaction by reducing the number of calls to the wrong doctor—because of confirmation questions prompted by the system.
    • Unified Communications
      • Access more product information:
        • https://sites.google.com/a/esna.com/partners/
        • contact customer service for your credentials— [email_address]
        • http://www.slideshare.net/davide.petramala (presentations)
        • Online demos: http://sites.google.com/a/esnatech.ca/video-demo-center/