Parkerville Children and Youth Care (“Parkerville”) is a registered charity that has been helping children and families for over 120 years. Parkerville provides advocacy, services and supports to children, young people and families to reduce the impacts of child abuse and in doing so help Western Australia to become the safest place in the world to bring up children. Committed to developing innovative and culturally safe services in partnership with the government and other not-for-profit organisations, Parkerville operates from more than 20 locations in WA running advocacy centres; therapeutic services; education, employment and training programs; and residential care facilities.
Connectivity to all sites is via a Cisco Meraki cloud-managed secure SD-WAN together with a managed unified communications service based on Microsoft Teams. However, Parkerville had recurring problems particularly with external Teams voice calls where clients couldn’t hear the audio, so Parkerville staff would have to call back – not ideal for an organisation often dealing with stressful and highly emotional family situations. On top of that, troubleshooting and support for the service was lacking.
“Every time we had a problem with Teams, it was two jumps; we had to coordinate with our managed services provider, who then had to coordinate with their providers. It could take up to three weeks for the problem to be resolved,” said Tony Kartono, IT Manager, Parkerville Children and Youth Care.
After seeking recommendations for a replacement unified communications solution, Parkerville selected
RingCentral RingEX after a demonstration of the cloud-based platform’s features and functionality.
“We were impressed with RingCentral’s features, especially in managing calls and the ease of administering the backend. What intrigued us most were the potential integration with Microsoft Dynamics 365 and RingCentral’s AI and voice analysis capabilities, especially in the way it could support the services we provide to people over the phone,” said Tony.
