Case Study:
How Community Health Systems Built a More Stable Cloud Communications Environment with Packet Fusion and RingCentral
Overview
Client: Community Health Systems, Inc. (CHSI)
Industry: Healthcare
Business Size: Multi site healthcare organization
Locations: 8
Work Environment: Onsite and hybrid
Tech: Unified Communications as a Service (UCaaS), Contact Center as a Service (CCaaS), Network Readiness, Broadband Aggregation
Platform: RingCentral
Packet Fusion Services: CloudPro deployment, advisory support, network readiness, implementation support
For healthcare organizations, communication is not just an internal operations issue.
It directly affects patient access, clinic responsiveness, staff coordination, and the ability to support care across multiple locations.
Community Health Systems, Inc. needed a communications environment that could keep up with a growing organization, support hybrid work, and give their teams more than a basic phone system. Their existing ShoreTel and Mitel environment had supported the organization for years, but stability and reliability had become daily concerns. At the same time, Mitel end of life messaging made the timing clear: CHSI needed to move forward.
The goal was not to chase a flashy phone system with more features than the organization could use. CHSI needed a reliable cloud communications platform that fit how their teams actually work.
The Challenge
CHSI was operating in a blended ShoreTel and Mitel environment, and the system was beginning to limit what the organization could do. Stability and reliability were the biggest concerns, especially as the business continued to grow and needed more functionality from its communications platform.
There was also a bigger issue hiding underneath the phone system.
Before moving forward with the RingCentral deployment, Packet Fusion ran a compatibility assessment and found that the existing infrastructure was not ready to support the cloud voice environment. The network did not simply need a few small adjustments. CHSI needed to address bandwidth and infrastructure readiness before the new platform could be successful.
Their goals were clear:
- Improve system stability and reliability
- Move away from an aging ShoreTel and Mitel environment
- Support communications across 8 locations
- Enable hybrid work
- Improve the ability to support patients and clinic callers
- Gain better visibility through reporting
- Make sure the network could support cloud communications before go live
The Solution
Packet Fusion worked with CHSI through the evaluation, network readiness, and implementation process. The team reviewed multiple cloud communications options and helped CHSI evaluate each platform through the lens that mattered most: reliability, reputation, healthcare experience, and fit for the way the organization works.
RingCentral was selected because it offered the right balance of healthcare experience, stability, and future capability. It gave CHSI a path to modernize voice, support contact center needs through RingCX, and continue exploring advanced capabilities after the core environment was stable.
Just as important, Packet Fusion did not treat the project as a simple phone replacement. The team identified that the network needed attention first, helped CHSI shift from a phone selection process into an internet and network readiness process, and then circled back to the RingCentral implementation once the environment could support it.
That sequencing mattered. Cloud communications only work as well as the network underneath them. Fancy platform demos are cute. Calls still need to connect.
Why Community Health Systems Chose
Packet Fusion + RingCentral
Moving a healthcare organization off a legacy phone system is not a simple lift. CHSI needed a technology partner with real experience in their environment and a communications platform that could meet the demands of patient-facing operations.
Proven Healthcare Experience
CHSI needed a platform with a healthcare track record. RingCentral stood out for its reputation, reliability, and focused support.
Right Fit Over Feature Count
The team prioritized stability and real operational value over a feature-heavy system. The focus was on fit for how CHSI actually works.
Network Readiness First
Packet Fusion ran a compatibility assessment before migration began. That work surfaced network and bandwidth gaps to resolve before go-live.
Built on an Existing Relationship
CHSI had worked with Packet Fusion through its legacy ShoreTel and Mitel environment. The team already knew the account and infrastructure.
Consultative, Not Transactional
Packet Fusion helped CHSI compare vendors, understand tradeoffs, and make a confident decision. The goal was fit, not additional spend.
Full Deployment Support
Packet Fusion supported the full CloudPro rollout, including RingCentral voice and RingCX, with dedicated project management and hands-on implementation.
Advocacy When It Counted
When the project hit obstacles, Packet Fusion bridged communication with RingCentral and created temporary fixes to keep the timeline on track.
Training Before the Switch
Packet Fusion provided training and materials ahead of cutover so staff could get comfortable with the new system before go-live.
What Community Health Systems Had to Say:
“What I appreciate about Packet Fusion is that they take the time to understand our business and stay with us from beginning to end. They helped us move to a more stable communications environment, and now when patients call, someone picks up. We also have better reporting, which gives us more visibility than we had before.”
Damien Peteet – Chief IT Officer, Community Health Systems, Inc.
The Results
When asked to summarize the transformation in one word, CHSI’s answer was clear: “stability.” (Damien Peteet, CHSI)
With Packet Fusion and RingCentral, CHSI gained:
- A more reliable communications platform
- Cloud voice across a multi-site healthcare environment
- RingCX contact center capabilities
- Improved connectivity through phone and desktop applications
- Better visibility through reporting
- Fewer patient complaints about unanswered clinic calls
- A network foundation built to support future needs
Supported through a cloud communications environment built around reliability, network readiness, and healthcare workflow needs.
The Message is Clear.
Packet Fusion doesn’t just
sell technology.
We ensure success.
Contact Us
Let’s talk about your challenges, options, and pricing. Call 975-701-2020 or complete the form below.
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