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News : South Central Ambulance Service Handles Millions of Urgent Calls with Avaya Ecosystem

#contactcenterworld, @Avaya

London, UK, Nov 30, 2023 - The skilled staff covering 999 and 111 calls for South Central Ambulance Service (SCAS) NHS Foundation Trust are benefitting from a bespoke contact centre solution tailored for their specific needs thanks to an Avaya platform, the sector knowledge of Avaya partner FourNet, and the capabilities delivered through the Avaya technology ecosystem.

As the 24/7 emergency ambulance service for over 7 million people living in the English counties of Berkshire, Buckinghamshire, Oxfordshire, and Hampshire, SCAS employs over 2,000 specialist staff who handle over 3.2 million urgent calls a year from contact centres and homeworker locations across the region.

Chris Hayden, Telephony Manager at SCAS, said, "With help from FourNet and its partners, we ended-up with a solution that fulfils our needs and more. The management and team leaders now have much more control and visibility over their agents than previously and they are now able to manage the various contact centre behaviours much more effectively."

FourNet worked closely with SCAS on its digital transformation, including the replacement of its existing contact centre solution, which had reached end-of-life. During the due diligence phase of that project, FourNet identified that an additional specialist agent desktop application would need to be developed to work with the newly installed Avaya contact centre platform. This was required to deliver the flexibility SCAS needed to enable its contact centre managers and supervisors to react to changing situations easily and efficiently.

FourNet, a secure cloud, CX consulting and digital transformation provider, was able to confidently look to the Avaya ecosystem for specific expertise and the right amount of co-development support to build the bespoke front-end application SCAS required.

Engelbart Software GmbH, a developer for the operation and management of IT and unified communication and collaboration services, is a skilled Avaya DevConnect Technology Partner working to develop solutions for the public safety sector for more than five years. Its Engelbart esuits² Special Purpose Console (SPC) was developed to provide the bespoke functionality requested by SCAS. 

"FourNet builds partnerships with all its public safety customers; this ensures we have excellent knowledge of working practices within those organisations and expertise in the marketplace and the solutions available to help improve patient and citizen safety in the UK. SCAS is a Global Digital Exemplar market-leader, which means it’s an internationally recognised NHS provider delivering improvements in the quality of care, through the world-class use of digital technologies and information. We helped SCAS gain recognition for delivering exceptional quality care through digital technologies and information. It has set the blueprint for other trusts to follow as quickly and effectively as possible," said Ben Ryland, Head of Public Sector, FourNet.

Steve Joyner, VP UK&I Avaya, said: "The building of a bespoke front-end for SCAS is a fantastic example of how Avaya and its partners are able to draw on best-in-class innovation from the Avaya community to deliver a tailored next-generation customer and employee experiences solution through our platforms."

#contactcenterworld, @Avaya

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.avaya.com


About Avaya:
Company LogoAvaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
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Today's Tip of the Day - Multi Contact

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

Published: Monday, December 4, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

4.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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