South Wales Police revolutionises 999 service with IP telephony and
collaborative contact centre
The OpenScape portfolio delivers better first call resolution with single
Public Service Centre call handling
MILTON KEYNES, England, June 26, 2013
MILTON KEYNES, England, June 26, 2013 /PRNewswire/ --South Wales Police has
consolidated all call handling to a single Public Service Centre which now
handles both non-emergency and emergency calls. The Centre, which is one of
the first to do so, has already generated internal cost savings on South Wales
Police's entire voice estate and its contact centre estate.
Siemens Enterprise Communications' OpenScape Contact Center and the underlying
OpenScape Voice technology ensures that all calls are handled effectively and
efficiently by a single scalable core platform. Enabling technology cost
savings, property consolidation and other efficiency savings, the new contact
centre has resulted in the force meeting reduced public spending. Contributing
millions of pounds of savings over a four year period.
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.
Siemens Enterprise Communications worked in partnership with South Wales
Police during the transition phase, resulting in a positive public experience
through intensive training and an on-going train-the-trainer approach, leading
to higher skill levels in all staff.
Tracey Cook, Public Service Centre Manager for South Wales Police, says:
"Emergency 999 calls are our number one priority. This means we need
guaranteed performance and scalability from our infrastructure. 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. Siemens Enterprise Communications' faultless support was
essential to the success of the project. The professional changeover was
essential, as an emergency service can't have any periods of outage or
George Aristidou, Sales Director, Public Sector, Siemens Enterprise
Communications, comments: "We are proud to support South Wales Police and to
be at the forefront of emergency services calls. 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."
About Siemens Enterprise Communications
Siemens Enterprise Communications is a leading global provider of unified
communications (UC) solutions and network infrastructure for enterprises of
all sizes. Leveraging 160 years of experience, we deliver innovation and
quality to the world's most successful companies, backed by a world-class
services portfolio which includes international multi-vendor managed and
Our OpenScape communications solutions provide a seamless and efficient
collaboration experience – on any device – which amplifies collective effort
and dramatically improves business performance.
Together, our global team of UC experts and service professionals set the
standards for a rich communications experience that empowers teams to deliver
Siemens Enterprise Communications is a joint venture of The Gores Group and
Siemens AG, and includes Enterasys Networks, a provider of network
infrastructure and security solutions, creating a complementary and complete
enterprise communications solutions portfolio.
For more information, please visit:
www.siemens-enterprise.com or www.enterasys.com
Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of
SOURCE Siemens Enterprise Communications
Contact: Lucy Houghton/Kris Towse/Joshua Breckman/Alicia Painter, Chameleon,
firstname.lastname@example.org, 020 7680 5500
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