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Optimising Your Mitel Communications Estate

Maximise your current capability, whilst building future readiness

Cutting UC Costs by Optimising What’s Already There

Across the NHS, demand continues to rise while technology budgets are under sustained pressure. For many organisations, Unified Communications estates have grown over years, licences added incrementally, capacity expanded “just in case”, and platforms layered rather than rationalised.

 

What we’re increasingly seeing is that significant cost savings can be achieved without reducing services or embarking on major transformation programmes. A detailed review of existing telephony and contact centre estates often reveals unused extensions, surplus SIP capacity, duplicated platforms, and licensing that no longer reflects how staff actually work.

 

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Workforce patterns have changed dramatically. Hybrid working, service reconfiguration, and the introduction of collaboration tools have all reduced reliance on traditional telephony,  yet many estates are still sized for historical demand.​

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By aligning licences, SIP capacity, and infrastructure with real usage, organisations can reduce both recurring software costs and long-term support overheads, often delivering six-figure savings while maintaining or improving service resilience.​

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Before replacing platforms, it’s worth asking a simpler question: are we getting full value from what we already own?

Why Hybrid Communications Estates Make Sense for the NHS

Cloud-first strategies continue to shape NHS technology planning, but when it comes to voice and contact centre services, cloud-only is not always the most practical or resilient option.

 

Many organisations are finding that fully cloud-based telephony introduces new challenges, including dependency on network performance, reduced operational control, and limited tolerance for downtime in 24/7 clinical environments.

 

Services such as screen recording, call recording, and real-time reporting place sustained demand on bandwidth, which isn’t always consistently available.

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As a result, hybrid communication models are becoming the default.

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More solution are now following the a similar format:

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  • Critical clinical services remain on resilient on-prem or private cloud infrastructure.

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  • Softphone applications support mobile, administrative, and agile staff.

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  • Platforms are interconnected rather than duplicated.

 

Most organisations recognise that certain clinical use cases still require dedicated, highly reliable telephony.

 

A hybrid approach allows NHS organisations to modernise safely, balancing flexibility, resilience, and cost, without placing all operational risk in a single platform.

Small Changes, Big Impact -

     Using What You’ve Got to Improve Patient Access

Beyond cost and infrastructure, the conversation repeatedly returned to patient experience and operational efficiency, and how much improvement is possible without introducing entirely new platforms.​

 

Many trusts are were underutilising existing Mitel capabilities. Features such as call-back, intelligent queuing, real-time messaging, reporting, and front-end call announcements are either unused or unknown. In some cases, patient lines simply ring without reassurance or context, even during peak demand.​

 

There’s is strong interest in emerging tools like Mitel Workflow Studio, particularly for:

  • Rapidly changing call messages during spikes.

  • Reducing avoidable contacts through better call routing.

  • Introducing automation without major system change.​

 

AI always features heavily in the discussions, but cautiously. Rather than “AI for AI’s sake,” Trusts describe focusing on ambient and assistive use cases: transcription, quality monitoring, call summarisation, and proactive messaging, with an emphasis firmly on reducing admin burden and improving response times, not replacing human interaction.​

 

The shared lesson: incremental improvements can deliver immediate value, often using technology already in place.

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Funded Audits Available for the NHS

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It’s Time for a System Health Check

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  • Manage licence usage and ensure cost-efficiency

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  • Assess hardware and system health to prevent risks

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  • Maximise system performance and resilience

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  • Identify actionable transformation opportunities

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