Adaptive Communication Solutions Ltd – Adaptive Phone (including CareConnect)

Adaptive Phone (powered by Gamma Horizon and CareConnect) is the standard for hosted phone systems in the UK and the ultimate contact centre for GP surgeries:

All of this is supplied over Gamma’s exceptional SIP network and managed by AdaptiveComms, experts in IT and telecoms.

CareConnect is a Windows app that provides integration between EMIS Web and Horizon Contact to facilitate tasks such as calling a patient or seeing who is calling you. Once logged in, you can view patients' information, call patients using “Click to dial”, and receive calls from patients. This has been clinically signed off for use in England - bespoke SystmOne integration with Adaptive Phone is also available

Adaptive Phone is a modular solution that can be scaled up and down depending on your requirements, as well as the following features there are a number of other products in the range that it can integrate with including specialist call centre software, Teams integration, specialist receptionist software, advanced call queuing and advanced reports. 

• hunt groups
• call transfer
• common or customisable settings for sites, groups and departments
• call park
• N-Way call conferencing 
• call pick up
• instant group call
• call waiting
• hold music
• auto attendant
• provide callers with menu options for call routing using auto attendant
• CLI flexibility
• last number redial
• click to dial
• account codes
• presence or pre-set
• call rejection
• automatic call back
• busy lamp keys
• do not disturb
• company directory
• call recording
• call forwarding
• one number anywhere

Adaptive Phone - Horizon Contact also offers the following contact centre features

• webchat
• advanced queue management
• skills-based routing
• some email channel integration
• call back
• call recording
• management reporting
• wallboards

The Patient Connect integration app also offers:

• EMIS integration
• screen pop through CLI/ Patient ID
• click to dial through EMIS
• in-app control

A range of flexible contracts are available.

With over 20 years telecoms experience and trained in-house engineers, AdaptiveComms has a wealth of experience to call upon to ensure that implementing a new system is as seamless as possible:

Planning

We establish requirements through conversations with key stakeholders about the current situation, pain points & drivers for change. We discuss both must-haves and ideals, considering scale, timings, budget etc to get a comprehensive scope. We then research further using tools such as bill analysis and onsite audits.

Design 

We collaborate across the team to put together a solution that will meet the requirements. We offer demos of these to key stakeholders.

Proposal

We put together a proposal outlining features, technical requirements, cost, and an implementation strategy. If appropriate, we can provide small-scale deployments to test concepts, tailor requirements and establish blueprints for full rollout.

Preparation

Once agreed, the account manager writes a comprehensive summary and hands over to the Implementation Manager and tech leads. The IM formulates a roadmap setting timelines and resource in line with the scope. We establish expectations, lines of communication, and next steps with the customer.

Deployment

Kit/software is configured, tested and readied for distribution.

Training

We provide training for all end-users, with further training for administrators and super-users, online or in-person on the day. Documentation and online resources are available before, during and after the implementation. We arrange site visits soon after for further training, tweaks and snagging. We provide ongoing support and updates to ensure the solution continues to meet customer needs.

Typically, from agreement to full deployment, turnaround time is 4- 6 weeks. 

Adaptive Phone is backed by Gamma, one of the most powerful networks in the UK, with its core telephony rental services having an SLA of 99.95% in any given calendar month. Resiliency is provided by the Horizon service being installed across four data centres so that loss of any single site won’t impact the ability to service customers.

AdaptiveComms are committed to offering outstanding Customer Service.  We know the products and services we provide are business critical and have believed from our very inception that ensuring we look after our clients with high quality, responsive customer service is the most important thing we can do which is why we only work with high quality solution providers such as Gamma.

Contactable via email, phone or chat, we maintain a high number of engineer and service staff on call to deal with customer problems and aim to start working on them as quickly as possible. We have an SLA response time of 1 hour for all faults reported during business hours with critical faults having a response time of 30 minutes – in reality most queries are responded to well within these times.

We operate standard office hours with out of hours facilities available for emergencies with access to the Gamma Status update website available 24/7.

Further information is available. 

We offer a range of post-implementation service options from initial set up and training of internal administration to ongoing onsite support with inclusive extended warranties on hardware.

For more information, call us on 01704 330765.