Contact Center Solutions Featured Article

One Public Service Center Now Handles All Emergency, Non-emergency Calls for South Wales Police

July 08, 2013

A single public service center powered by the Siemens Enterprise Communications’ OpenScape Contact Center and the underlying OpenScape Voice technology is now reportedly handling all the emergency and non-emergency calls for the South Wales Police.


Tracey Cook, manager of the Public Service Center, remarked, “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.”

According to Siemens Enterprise, the OpenScape Contact Center suite is a comprehensive set of solutions including multi-channel inbound, outbound, self-service and workforce optimization implemented on premise, in the cloud, or hybrid.

Until now, the call center agents for the South Wales Police had to attend the call, handle the enquiry, and dispatch and resolve the issue without having any type of access to the real-time information. But now with the OpenScape Voice technology, they have managed to enhance 999 call response times and effectiveness and increased first call resolution via intelligent skill-based routing of calls based on priority.

Siemens exclaimed that with OpenScape Contact Center, based on IPT softswitch technology, the public service center for the South Wales police are equipped with the best tools possible while the public are receiving the highest quality and critical customer service, all from a single center. The public service center can act as an example prompting other police and emergency response forces to soon follow it.

Some of the notable benefits of OpenScape Contact Center are: means to seamlessly grow and expand one’s contact center; evolve to IP without forklift investments; increase first contact resolution; enhance productivity and increase efficiency; streamline contact center management; align contact center activities with business workflow by integrating with existing applications; and more.




Edited by Alisen Downey



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