Overview

A leading healthcare network in the Greater Boston area, operating multiple facilities and servicing thousands of patients, needed to modernize its communications infrastructure. Their goals: enhance reliability, enable future scalability, eliminate legacy risks, and adopt a user-friendly, cloud-based unified communications and contact center solution.

The Challenge

The organization was reliant on outdated Mitel voice systems and legacy voice lines under an expired agreement with its incumbent telecom provider. With Mitel nearing end-of-life, they faced increased risk around support, compliance, and continuity. The existing system lacked disaster recovery capabilities, had limited vendor diversity, and was difficult to manage across multiple locations, especially critical for a healthcare network that coordinates emergency care.

The Approach

The healthcare network needed a comprehensive solution that could:

• Replace Mitel UC and ECC platforms with a future-ready cloud solution.
• Transition from legacy voice lines to SIP-based services.
• Strengthen disaster recovery and business continuity capabilities.
• Simplify system administration and user experience.
• Evaluate multiple telecom and UCaaS/CCaaS vendors.
• Enable secure integration with existing Avaya systems during the transition.
• Maintain reliable faxing despite SIP limitations.

The Solution

Amplix partnered with the healthcare network to transition from legacy voice services to SIP, delivering:

Unified Communications & Contact Center Modernization

• Replaced legacy Mitel UC and ECC systems with Zoom Workplace and Zoom Contact Center.
• Zoom was selected for its ease of use, admin simplicity, healthcare-readiness, and responsiveness during the evaluation process.
• Facilitated demos, requirements gathering, and stakeholder alignment across IT and clinical teams.

SIP Transition & Vendor Selection

• Ran a competitive RFI/RFP process for voice services.
• Evaluated seven vendors and selected Windstream for its healthcare capabilities and 25% lower cost.
• Provided ROI modeling and contract negotiation support.

Technical & Operational Enhancements

• Implemented Session Border Controllers for secure Avaya integration.
• Integrated local survivability and emergency routing protections.
• Ensured zero disruption while porting over 18,000 numbers.
• Used Comcast POTS lines to maintain critical fax functionality.

Disaster Recovery & Continuity

• Deployed advanced portal tools to support robust DR and BC.
• Enabled proactive visibility and control over voice and communications infrastructure.

What stood out was how Amplix tailored their approach to healthcare. They understood the stakes and made sure we had the redundancy and compliance pieces dialed in.

The Outcome

The healthcare network now operates on a modern, cloud-first communications foundation with:

• 25% telecom cost reduction from an already optimized base.
• Seamless transition to Zoom for UC and contact center.
• Zero service disruption during migration.
• Improved disaster recovery and vendor accountability.
• A scalable platform aligned with digital transformation goals.

Why Amplix

Amplix served as a strategic advisor throughout the process, leading requirements gathering, coordinating multi-vendor evaluations, facilitating executive alignment, providing ROI analysis, and negotiating final pricing and terms. Their hands-on healthcare expertise, commitment to zero-downtime migrations, and transparent execution solidified their role as a long-term partner.