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News : Nottinghamshire Police Launches UK’s First 999 Video Service for Deaf Community

#contactcenterworld

Nottingham, UK, June 20, 2022 -- A ground-breaking new service enabling the deaf community to report emergencies, including crimes in progress, is now being provided by Nottinghamshire Police.

The free service, which went live on June 17, connects users to British Sign Language interpreters remotely through a dedicated 999 BSL app on their phone, or via the 999 BSL website.

The interpreter, who will appear on the caller’s screen, will then relay the conversation with the 999 call handler by seeing and communicating with the deaf person on the screen.

In July 2019 Nottinghamshire Police was the first force in the country to provide a mobile British Sign Language video interpreting service to enable the deaf community to report non-urgent incidents and crimes and seek advice via a mobile device or tablet.

Now the force is providing even greater accessibility, inclusivity, and equality, ensuring the deaf community has the same crime-reporting experience as hearing people, thanks to the launch of a new 999 British Sign Language (BSL) emergency video relay service.

This new service has been set up so that no deaf person will be excluded when they need to make an emergency call, therefore helping to save lives.

Police, fire, ambulance or coastguard services can all be accessed via the new 999 BSL system which is now available in the United Kingdom 24 hours a day, seven days a week, 365 days a year.

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The service is available as both a smartphone app (iOS and Android) and a web-based platform.

Steve Cooper, Nottinghamshire Police’s assistant chief constable, said: "The force is committed to making sure every person in Nottinghamshire has the same access to crime reporting, and to ensure that it is as easy as possible for everyone to access policing services.

"Nottinghamshire has a large deaf community who I’m sure will benefit from this new service. It shows that we are an accessible force and our commitment to tailoring our services to meet the demands of all who use them."

Caroline Henry (Con), Nottinghamshire's police and crime commissioner, added: "I’m delighted that Nottinghamshire Police is once again leading the way nationally in making its services more accessible to all.

"Equality, diversity and inclusivity are vital in creating a police service that works for local people and this new facility, allowing deaf people to report emergencies, is another step in the right direction that will make the force better at preventing harm – and it could even save lives."

A celebratory event to mark the service's launch was held at the Nottinghamshire Police and Nottinghamshire Fire and Rescue Service joint headquarters.

Among those in attendance were representatives from Nottinghamshire Police, Nottinghamshire Fire and Rescue Service, Nottinghamshire Deaf Society and Coun Wendy Smith, Lord Mayor of Nottingham.

Craig Parkin, Nottinghamshire’s chief fire officer, said: "We’re proud to be here with the deaf community and our partners in Nottinghamshire to launch this service, which makes 999 calling more accessible for people who use British Sign Language.

"We want the services we offer to our communities to be as inclusive as they can, and we are working to improve so we can keep people safe from fire and other emergencies."

Gary Lockley, service delivery manager for East Midlands Ambulance Service’s (EMAS) emergency operations centre, said: "We’re pleased that British Sign Language users now have an additional method to access the ambulance service and get the help they need by being able to communicate with an interpreter via a video call, who will then pass on the information to us.

"We have been supporting our deaf communities across the East Midlands with a service called TypeTalk for a number of years.

"This is where an interpreter in a call centre separate from our 999 control room types our questions to the patient from the deaf community.

"While the introduction of this new service will not change our call handling processes, we recognise that British Sign Language could be a deaf person’s first language and so welcome the introduction of this service to makes us even more accessible to the communities we serve."

Will Burchell, chief executive of Nottinghamshire Deaf Society, said: "This event is all about celebrating how much of a positive step 999 BSL is, not just for members of the deaf community but also those who use British Sign Language.

"This is a big step forward, which is extremely welcomed, but for sure we still have a long way to go."

Sign Language Interactions was approved by UK communications regulator Ofcom, on January 27 as the sole provider of remote British Sign Language interpreting for 999 calls from deaf BSL users to emergency authorities including the police, ambulance, fire and coastguard services.

Andrew Dewey, head of strategy and business development EMEA of Sign Language Interactions, said: "We are incredibly excited to launch 999 BSL, the UK’s first ever Video Relay Service for calls to the emergency services in British Sign Language.

"Thanks to this innovative new service, no deaf person will be excluded when they need to make an emergency call, therefore saving lives.

"Sign Language Interactions is committed to connecting deaf and hearing people by providing seamless communication access 24/7, 365 days a year."

Nottinghamshire Police also recently launched an innovative 'live chat' service for non-emergency calls to help further increase accessibility for its service users, and to keep emergency 999 lines clear.

The live chat function appears as an icon in the bottom right-hand corner of the website and when people click on it, it opens a chat box where people can engage in text conversations with operators in the contact centre, who can ensure they get the help they need regarding non-emergency matters.

To use the live chat function on the force website, go online.

For more about the new 999 BSL service, including guidance on how to download the app and use the web platform, please visit 999 BSL or go online.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.hucknalldispatch.co.uk


About Nottinghamshire Police:
Company LogoNottinghamshire Police is the territorial police force responsible for policing the shire county of Nottinghamshire and the unitary authority of Nottingham in the East Midlands of England. The area has a population of just over 1 million.
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Today's Tip of the Day - CRM Technology

Read today's tip or listen to it on podcast.

Published: Tuesday, June 21, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Computer Telephony Integration

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 

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