Birmingham, UK, May 15 2019 -- Birmingham contact centre solutions company Infinity CSS has helped the Fire Department of New York (FDNY) win an award after undertaking a contract to help the service answer emergency calls quicker.
Software and workflow providers Infinity CSS worked with the FDNY from 2016 to develop the new system, which is based on the company’s call scripting and call centre solutions. Its old system was established in the 1980s.
The FDNY gets 1.5m 911 calls annually, in a city home to more than 8m people. The service has now won the Community Mayors Nicholas DeGaeta Award for the implementation of its computerised triage system.
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Edward Dolan, FDNY deputy commissioner said: "We were the first and, to my knowledge, the only EMS system in the country that successfully bought a computerized triage software application from a company that doesn’t build their application just for 9-1-1 use.
"For all our calls, processing time went down by 6.7 seconds, and we also found that processing times for our high priority calls – those that are potentially life-threatening – went down by 3.6 seconds.
"Most importantly, we have seen a dramatic improvement in quality of the call triage assignment."
"We’ve implemented a whole new system without a hitch" concluded David Prezant MD, chief medical officer of FDNY. "I think it’s a huge accomplishment."
Posted by Veronica Silva Cusi, news correspondent
About Infinity CCS:
Infinity CCS LTD. is a provider of technology and services that deliver excellence, efficiency and commercial advantage for outsourced customer management providers
Published: Friday, May 17, 2019
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