Ambulance UK February 2024
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ADVERTORIAL<br />
ADVERTORIAL<br />
SUCCESS STORY / SCAS / FOURNET / ENGELBART SOFTWARE<br />
www.scas.nhs.uk<br />
Avaya Ecosystem Creates Tailored<br />
Contact Centre Solution for South<br />
Central <strong>Ambulance</strong> Service<br />
In the <strong>UK</strong>’s National Health Service (NHS), skilled staff answering<br />
non-emergency 111 calls must also be able to rapidly reorient to handle<br />
any sudden incoming emergency 999 calls if a major incident happens.<br />
To enable this flexibility, South Central <strong>Ambulance</strong> Service (SCAS) turned<br />
to FourNet and an Avaya contact centre platform, which, through the<br />
Avaya ecosystem, could be tailored to deliver the contact centre solution<br />
it needed to meet operational demands and service level goals.<br />
South Central <strong>Ambulance</strong> Services (SCAS) NHS Foundation Trust is the 24/7<br />
emergency ambulance service for over 7 million people living in the English<br />
counties of Berkshire, Buckinghamshire, Oxfordshire, and Hampshire. SCAS<br />
employs over 2,000 specialist staff who handle over 500,000 urgent calls a year<br />
from its contact centres located across the region, as well as homeworkers.<br />
FourNet had rolled out the latest Avaya contact centre solution when, during<br />
the due diligence phase of the project, it identified that a specialist agent<br />
desktop application would be required to meet the needs of SCAS and its<br />
patients. Using FourNet’s specialist sector knowledge and extensive Avaya<br />
experience, it turned to the Avaya ecosystem to identify the right solution.<br />
Specific Contact Centre Needs<br />
CHALLENGES<br />
South Central <strong>Ambulance</strong> Service (SCAS) required that both 999<br />
emergency calls and 111 non-emergency calls could be handled through<br />
the same technical infrastructure and operational units. Skilled staff<br />
employed to answer the growing number of 111 calls needed to be<br />
▪ SCAS were running a legacy platform<br />
which didn’t meet the changing<br />
needs of its patients<br />
able to rapidly reorient to handle any sudden incoming 999 calls if a<br />
large-scale incident or emergency occurred. The flexibility to support<br />
this blended role is only possible with very bespoke contact centre<br />
▪ SCAS were looking to move towards<br />
blended 999/111 call takers to handle<br />
peaks in 999 call volumes<br />
technology that enables contact centre managers and supervisors to<br />
▪ Enable seamless remote working<br />
react to changing situations easily and efficiently on the fly.<br />
to enable SCAS to recruit the best<br />
As the service provider for the SCAS digital transformation project,<br />
employees regardless of location<br />
FourNet – one of Avaya’s partners and an award-winning provider<br />
▪ Streamline overall architecture<br />
of The cloud esuits2 and applications managed services framework – was was able able to confidently to leverage look Avaya to the change skill / role assignment on the fly; change Agent status;<br />
▪ Incorporate specialists features<br />
Avaya Core services ecosystem for for communications, specific expertise contact and the centre right amount and computertelephony<br />
integration support to (CTI). build Then, the solutions due to its SCAS flexibility required. and<br />
of a work from home scenario a “raise my hand” functionality has<br />
of codevelopment<br />
remote Agent logout and and replay capabilities of recorded calls. For the support<br />
bespoke approach to UI design and layout, external services<br />
▪ SCAS had very specific operational<br />
been implemented to contact a supervisor if help is needed from<br />
needs that were not available in any<br />
FourNet<br />
integration such as real time reporting, instant replay of recorded the agent.<br />
off the shelf product<br />
calls, enriched Supervisor functionality as well as access to<br />
FourNet<br />
various directories<br />
works with<br />
could<br />
more<br />
also<br />
than<br />
be<br />
half<br />
included.<br />
the <strong>UK</strong>’s <strong>Ambulance</strong> Trusts and<br />
has supported SCAS since 2018 to deliver life critical services. FourNet<br />
Flexible For Future<br />
provides The result a was highly the available development contact of centre an esuits2 solution, Special based Purpose on Avaya<br />
Chris Hayden, Telecoms Manager at SCAS, comments: “With help<br />
technology, Console (SPC) that as handles alternative both 999, call 111 centre and Agent Patient and Transportation<br />
Supervisor<br />
from FourNet and its partners, we ended-up with a solution that<br />
Services frontend (PTS) application as well based back-office on a browser solutions based that HTML5 support SCAS’s<br />
fulfils our needs and more. The management and team leaders<br />
flexible, application agile linking workforce. into the Avaya core and leveraging the Avaya<br />
now have much more control and visibility over their Agents than<br />
JavaScript Client SDK.<br />
Because seconds count, SCAS offers a unique multi-disciplinary previously and they are now able to manage the various contact<br />
approach “Because that it is based can require on the multiple modular specialist and flexible medical HTML5 experts to listen centre behaviours much more effectively.”<br />
in architecture, to an emergency it’s possible call to to help add speed customer up initial specific triage functionality<br />
of a patient<br />
Engelbart Software esuits² Special Purpose Console SPC offers a<br />
and determine 3rd party applications the next steps into e.g., the dispatch soft client. an ambulance Beside standard as soon<br />
unique and flexible solution that provides two operation modes<br />
as telephony possible services for critical and cases. the support This way of of the working Avaya necessitated solution, the a<br />
enabling SCAS to keep its voice and data network separated. In<br />
bespoke esuits² SPC solution, offers which rich API FourNet for service was integration,” able to deliver says via Dirk its experience<br />
the SCAS contact centre, the primary mode of operation is based<br />
with Engelbart, the Avaya CEO ecosystem. Engelbart Software FourNet’s GmbH. specialist sector knowledge<br />
on computer-telephony integration (CTI)-driven 3rd-party call<br />
and technological expertise helped translate SCAS’s operational<br />
The bespoke functionality requested by SCAS and provided by control with the Engelbart esuits2 SPC controlling the Avaya IP<br />
requirements to ensure the right Avaya partner was selected.<br />
the esuits² SPC includes a comms-screen for real-time status phones that the Agents use the on their desks. As an alternative<br />
“FourNet visibility between builds partnerships Agents and with Supervisor; all its public chat between safety customers; Agents, to this, the Engelbart esuits2 SPC’s native VoIP operations can<br />
this Supervisors ensures we and have departments/roles; excellent knowledge the ability of working to agent practises assign within leverage WebRTC between the Avaya solution and a PC and a<br />
the skill/role organisations during login and and also bookmarking knowledge of of the Agent- marketplace or departmentbased<br />
favourites. available Supervisors to help improve also benefit patient/citizen from enhanced safety in the <strong>UK</strong>.<br />
and the<br />
solutions<br />
browser, enabling Agents and Supervisors to work remotely<br />
should work from home requirements be once again put in place.<br />
functionality including the ability to listen-in to existing calls;<br />
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