Content Guru and Exchange Upgrade NHS Lanarkshire Contact Centre

Content Guru has partnered with Exchange Communications to deliver a cloud contact centre upgrade for NHS Lanarkshire.

The project has modernized telecommunications across NHS Lanarkshire’s facilities, supporting around 7,000 extension users and 100 contact centre positions.

The upgrade saw Exchange Communications deliver a new Contact Centre as a Service (CCaaS) solution built on Content Guru’s cloud platform.

The system supports switchboard operations, GP call handling and wider staff communications, while improving visibility of contacts and reporting across the organization.

The cloud-based solution integrates with the National Sexual Health System (NaSH) database, helping ensure patient test results remain secure while enabling more efficient access to information.

It also allows staff to log in from any device, without the need for additional applications, servers or on-site infrastructure.

As part of the deployment, NHS Lanarkshire staff received full training on the new system. The platform supports flexible working, allowing employees to operate from different locations while maintaining service continuity.

The project marked a first for an NHS board in Scotland and included Exchange-developed sexual health software delivered in collaboration with Content Guru. Future plans include further joint development, such as the introduction of an AI webchat tool to support NHS FAQs.

Tom Sime, CEO of Exchange Communications, said:

“We are delighted to have successfully installed this innovative solution for NHS Lanarkshire, Scotland’s third-largest health board, serving nearly 700,000 patients.

“The new installation will make a huge difference to the patient experience, but also to NHS Lanarkshire staff and will ensure the security of patient information.

“Once again, collaborating with Content Guru to develop a bespoke solution was an absolute pleasure and I’m confident that, together, we have delivered a top-class installation to aid the local NHS trusts.”

Martin Taylor, Co-Founder and Deputy CEO of Content Guru, added:

“Working with Exchange Communications, we have been able to deliver a secure and resilient communications platform that is essential for both patients and clinicians.

“We are proud to support NHS Lanarkshire as it continues its digital transformation to boost efficiency while improving the patient experience.”

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