When Navavej International Hospital's contact center hotline went down, patients couldn't reach the hospital. Their legacy NEC PBX system — running entirely on-premise — had no backup, no visibility, and no path to the digital channels patients increasingly expected. K-LINK migrated their entire contact center to the cloud in under 5 weeks, with zero disruption to their 1507 hotline.
About Navavej International Hospital
Navavej International Hospital is one of Bangkok's leading private healthcare institutions, serving thousands of Thai and international patients across a full range of specialty departments — from cardiology and orthopedics to oncology and wellness.
With a growing patient base and rising expectations for seamless communication, their contact center is mission-critical. It is the first point of contact for appointment bookings, emergency triage, insurance inquiries, and post-care follow-up. Any disruption to this system directly impacts patient experience and hospital reputation.
The Challenge: A Legacy System Holding the Hospital Back
Before K-LINK, Navavej's contact center ran entirely on an aging On-Premise NEC PBX — a traditional telephony infrastructure that had served them for years but was increasingly unable to meet modern demands.
Key Pain Points
- Frequent hotline outages — The 1507 hotline went down without warning, leaving patients unable to reach the hospital at critical moments
- No omnichannel support — Voice calls only, with no LINE, Facebook Messenger, or web chat integration
- Zero visibility — Supervisors had no dashboards, no queue monitoring, and no way to track call volumes, wait times, or missed calls in real time
- No after-hours coverage — Calls outside business hours went completely unanswered with no automated fallback
- Difficult to scale — Adding agent seats required hardware procurement and on-site installation, taking weeks and significant cost
- High maintenance burden — The on-premise system required dedicated IT support and unpredictable vendor maintenance costs
"Our legacy PBX system was becoming a liability. Patients could not reach us reliably, and our team had no tools to understand what was happening in real time. We knew it was time for a complete transformation."
— Operations & IT Leadership, Navavej International Hospital
The Solution: K-LINK Cloud Contact Center with BYOC
K-LINK conducted a discovery session with Navavej's IT and operations team to design a migration path that minimized disruption while maximizing capability gains. The result was a full cloud migration using K-LINK's BYOC (Bring Your Own Carrier) architecture — connecting Navavej's existing SIP Trunk directly to the K-LINK cloud platform.
The most critical requirement was preserving the 1507 hotline. This number is embedded in patient communications, printed materials, and hospital signage across Bangkok. With BYOC, the existing SIP Trunk and all 4-digit internal extensions were retained and simply redirected through K-LINK's cloud engine — no number porting, no patient disruption, and zero downtime during cutover.
What Was Deployed
- Cloud-Native Voice Contact Center — Inbound and outbound call management with intelligent IVR, skill-based routing, and queue management, fully replacing the NEC PBX
- BYOC SIP Trunk Integration — 1507 hotline and all 4-digit internal extensions preserved on Navavej's existing carrier
- Omnichannel Messaging Hub — Voice, LINE Official Account, Facebook Messenger, and web chat unified into a single agent workspace
- AI-Powered 24/7 Virtual Agent — Automated chatbot and voice bot handling appointment inquiries, department routing, FAQs, and after-hours coverage
- Real-Time Supervisor Dashboard — Live queue monitoring, agent status tracking, SLA alerts, and call recordings with quality scoring
- Advanced Analytics and Reporting — Historical reports on call volumes, wait times, first call resolution rates, CSAT scores, and agent productivity
Migration Timeline
The entire migration was completed in 5 weeks with no service interruption:
- Week 1–2: Discovery, SIP Trunk audit, IVR flow mapping, and K-LINK environment setup
- Week 3: Parallel run alongside existing PBX, agent training on the new platform
- Week 4: BYOC SIP Trunk switchover — 1507 migrated to K-LINK, NEC PBX placed on standby
- Week 5: Full go-live — omnichannel activation, AI agent launch, NEC PBX decommissioned
The Results: Measurable Impact Within 90 Days
Within 90 days of full deployment, Navavej's contact center had been fundamentally transformed. Results were immediate and measurable across every dimension of performance.
Operational Performance
- System uptime improved to 99.9% — eliminating the recurring outages that previously cut off patient access
- Missed calls dropped by 78% compared to the legacy baseline
- Average queue wait time reduced to under 45 seconds
- First Call Resolution reached 87% — above the industry average of 70–75%
Agent and Team Performance
- Agent productivity increased 3x as agents now handle multiple channels simultaneously from one screen
- Average Handle Time improved by 65% through streamlined workflows and instant patient context
- 42% of routine inquiries are now handled by the AI virtual agent without any human intervention
- After-hours coverage went from zero to 24/7 through AI automation
Patient Experience
- Patient contact satisfaction NPS improved by +34 points
- LINE and web chat channels now active — digital channels patients prefer are finally available
- First response time on digital channels consistently under 2 minutes
Cost and Infrastructure
- Total contact center infrastructure cost reduced by 60%
- Zero on-premise hardware to maintain or replace
- New agent seats can now be added in minutes, not weeks
"K-LINK transformed not just our technology — they transformed how our patients experience Navavej before they even walk through our doors. Our hotline is always available, our team has full visibility, and patients can reach us on the channels they prefer. The migration was seamless and the results have exceeded our expectations."
— Operations & IT Leadership, Navavej International Hospital
Why K-LINK?
Navavej evaluated multiple cloud contact center vendors before choosing K-LINK. Several factors made the difference:
- BYOC Flexibility — The ability to preserve the existing SIP Trunk and 1507 hotline eliminated the biggest migration risk and reduced change management burden entirely
- Southeast Asia Expertise — Local presence in Thailand, Singapore, & Southeast Asia Markets means on-the-ground support, Thai language capability, and regional compliance knowledge
- Healthcare-Grade Reliability — 99.9% uptime SLA meets the non-negotiable availability standards required in hospital operations
- True Omnichannel — Voice, LINE, Facebook, and web chat unified in a single platform — not stitched-together point solutions
- Unlimited Agent Pricing — No per-seat fees. The team scales without the bill scaling alongside it
- Rapid Deployment — Full go-live in 5 weeks, enabling Navavej to realize ROI far faster than traditional vendors could deliver
Conclusion
Navavej International Hospital's migration from a legacy on-premise NEC PBX to K-LINK's cloud contact center is a clear example of what becomes possible when healthcare organizations modernize their patient communication infrastructure. Reliable uptime, omnichannel reach, AI-powered automation, and real-time visibility — all delivered without disrupting a single patient call or changing the 1507 hotline that patients have known for years.
For hospitals and healthcare organizations across Southeast Asia looking to make the same leap, K-LINK offers a proven, low-risk path forward.
