The South Central Ambulance Service (SCAS) NHS Foundation Trust has upgraded its call centre system with a bespoke solution, thanks to a robust Avaya platform and the expertise of FourNet, an Avaya partner.
The digital transformation involved developing a specialist agent desktop application to work with the new Avaya contact centre platform. The solution provides SCAS’s 2,000 staff members with improved control, visibility and flexibility to handle over 3.2 million urgent calls per year. The digital upgrade showcases the potential of Avaya’s technology ecosystem to deliver tailored, next-generation customer and employee experiences.
- The South Central Ambulance Service (SCAS) NHS Foundation Trust has implemented a bespoke contact centre solution for their 999 and 111 call handling.
- Avaya partner FourNet worked closely with SCAS to develop a specialist agent desktop application to support the newly installed Avaya contact centre platform.
- The Engelbart esuits² Special Purpose Console (SPC) provides SCAS with the functionality they require, including operational overview, chat capabilities, skill/role assignment, and enhanced supervisor functionality.
A New Milestone in Public Safety Communication
The South Central Ambulance Service (SCAS) NHS Foundation Trust has taken a significant step forward in improving its emergency communication services. The trust, which covers over 7 million people in Berkshire, Buckinghamshire, Oxfordshire, and Hampshire, has recently benefited from a bespoke contact centre solution. The system, built on a robust Avaya platform, is the result of a successful collaboration between Avaya, FourNet, and the wider Avaya technology ecosystem.
Addressing Specific Needs
SCAS employs over 2,000 specialist staff who handle more than 3.2 million urgent calls annually. The demand for a system that caters to their specific needs was high. The new solution offers management and team leaders increased control and visibility over their agents, enabling them to manage the various contact centre behaviours more effectively.
Chris Hayden, Telephony Manager at SCAS, expressed his satisfaction with the new solution, stating,
“With help from FourNet and its partners, we ended-up with a solution that fulfils our needs and more.”
The Role of FourNet
FourNet, a secure cloud, CX consulting, and digital transformation specialist, played a significant role in SCAS’s digital transformation. The company not only replaced SCAS’s existing contact centre solution but also identified the need for a specialist agent desktop application that would work with the newly installed Avaya contact centre platform.
This application was designed to provide the flexibility SCAS needed to enable its contact centre managers and supervisors to react to changing situations easily and efficiently.
Delivering Bespoke Functionality
To build the bespoke front-end application SCAS required, FourNet and Avaya sought the expertise of Engelbart Software GmbH. This specialist developer for the operation and management of IT and unified communication and collaboration services has been working with Avaya to develop public safety sector solutions for more than five years.
The result was the Engelbart esuits² Special Purpose Console (SPC), which provides numerous functionalities such as real-time status visibility between agent and supervisor, chat capabilities, skill/role assignment during the login process, and enhanced supervisor functionality, among others.
Final Thoughts
This project is a testament to the power of collaboration and innovation in the face of pressing public safety needs. The bespoke contact centre solution developed for SCAS not only enhances the quality of care provided to the community but also serves as a blueprint for other trusts looking to digitalise their communication processes.
The work of Avaya, FourNet, and Engelbart Software GmbH in this project is a perfect example of how technology can be harnessed to improve the provision of public services, especially in critical sectors such as healthcare. It’s a reminder that embracing digital transformation and investing in tailored solutions can lead to significant improvements in service delivery.
FAQ
Q: What is the South Central Ambulance Service (SCAS) NHS Foundation Trust?
A: The South Central Ambulance Service (SCAS) NHS Foundation Trust is the 24/7 emergency ambulance service for over 7 million people living in the English counties of Berkshire, Buckinghamshire, Oxfordshire, and Hampshire.
Q: How many urgent calls does SCAS handle each year?
A: SCAS handles over 3.2 million urgent calls a year from contact centres and homeworker locations across the region.
Q: What solution did FourNet provide to SCAS?
A: FourNet provided a bespoke contact centre solution tailored to SCAS’s specific needs, using the Avaya platform and the advanced capabilities delivered through the Avaya technology ecosystem.
Q: What were the benefits of the solution provided by FourNet?
A: The solution provided by FourNet gave SCAS management and team leaders much more control and visibility over their agents, allowing them to manage contact centre behaviours more effectively.
Q: What additional specialist agent desktop application was developed for SCAS?
A: FourNet developed a specialist agent desktop application called Engelbart esuits² Special Purpose Console (SPC) to work with the newly installed Avaya contact centre platform. This application provided the bespoke functionality requested by SCAS.
Q: What features does the Engelbart esuits² Special Purpose Console (SPC) provide?
A: The Engelbart esuits² Special Purpose Console (SPC) provides features such as a comms-screen for operational overview and real-time status visibility, chat functionality, skill/role assignment during the login process, bookmarking of agent and department-based favourites, instant replay of recorded calls for agents, enhanced supervisor functionality, and a “raise my hand” functionality for homeworkers to contact a supervisor if help is needed.
Q: What recognition has SCAS received for its use of digital technologies?
A: SCAS is a Global Digital Exemplar market-leader, recognized internationally for delivering exceptional quality care through digital technologies and information. It has set the blueprint for other trusts to follow.
Q: How does Avaya contribute to delivering tailored customer and employee experiences solutions?
A: Avaya and its partners draw on best-in-class innovation from the Avaya community to build bespoke solutions, such as the one provided to SCAS, to deliver tailored next-generation customer and employee experiences through their platforms.