Millions of pounds have been saved in recent years.
Siemens Enterprise Communications (SEC), a provider of end-to-end enterprise communications, has helped South Wales Police to achieve cost reductions through its OpenScape platforms, it has been revealed.
SEC’s OpenScape contact centre and voice technology has saved the police station millions in public spending in the last four years by consolidating non-emergency emergency calls into one contact centre.
Before, call agents used to resolve queries without access to real-time information. Now, the contact centre has increased efficiency and response for emergency calls by prioritising and directing calls to the appropriate agents.
Tracey Cook, public service centre manager at South Wales Police, said the use of SEC’s technology was vital for the success of the new service.
"Emergency 999 calls are our number one priority. This means we need guaranteed performance and scalability from our infrastructure," she explained. "We cannot have technical failures impacting our service to the public, and we are extremely impressed with the reliability and resilience of the OpenScape Contact Center."
George Aristdou, sales director at Siemens Enterprise Communications, is confident that more companies will use its technology.
He said: "With OpenScape Contact Center, based on IPT softswitch technology, agents are now equipped with the best tools possible to do their job, and the public are receiving the highest quality and critical customer service, all from one centre. It is only a matter of time before others follow"