South Wales Police is saving money as a result of consolidating all call handling to a single public service centre which uses voice over IP technology.
The new centre now handles both non-emergency and emergency calls, and is one of the first police call centres to do so. The centre is said to have already generated internal cost savings for South Wales Police.
Siemens Enterprise Communications’ OpenScape Contact Centre platform and the underlying OpenScape Voice technology ensures that all calls are handled effectively and efficiently by a single scalable core platform.
Agents were previously expected to pick up the call, handle the enquiry, dispatch and resolve the issue without access to real-time information. Now, integrated with the force’s existing OpenScape Voice infrastructure, OpenScape Contact Center has improved 999 call response times and effectiveness.
First call resolution rates have increased through intelligent skills-based routing as calls are now graded according to priority and directed to the appropriate, specialised agent in the first instance.
"Emergency 999 calls are our number one priority. This means we need guaranteed performance and scalability from our infrastructure," said Tracey Cook, public service centre manager for South Wales Police.
"We cannot have technical failures impacting our service to the public, and we are extremely impressed with the reliability and resilience of OpenScape Contact Centre."