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South Wales Police Implements Siemens' OpenScape Contact Center

July 01, 2013

South Wales Police has transformed its 999 service with assistance from Siemens Enterprise Communications. OpenScape Contact Center from Siemens will now merge all call handling to a solitary Public Service Centre. Apart from the emergency calls, the Centre will deal with the non-emergency calls. South Wales Police will stand to benefit from internal expense savings on its complete voice and contact centre facilities.


All the calls will now be dealt with in a successful and competent manner using the solitary scalable key platform offered by OpenScape Contact Center and its fundamental OpenScape voice technology. The latest contact centre is guaranteed benefits in terms of technology expense, property consolidation and other competences resulting in decreased public expenditures.

In a statement, Tracey Cook, manager of Public Service Centre at South Wales Police said, "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 disrupted services."

Prior to the implementation of Siemens’ OpenScape Contact Centre, agents were asked to take the call, manage the enquiry, send off and solve the problem with no access to instantaneous information. OpenScape Contact Center, which has been incorporated with the force’s current OpenScape Voice infrastructure, has enhanced 999 call response times and efficacy. Smart skills-based routing has augmented initial call resolution rates. Calls are now ranked as per priority and also transferred to the suitable, dedicated agent in the initial instance.

George Aristidou, sales director of Public Sector at Siemens Enterprise Communications said, "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."




Edited by Alice Koganova



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