It's a universal truth in the call center industry that some call center operations need more reliability than others. Emergency services call centers sit at the top of the list of those organizations. For this reason, many critical operations centers tend to migrate to solutions with the best possible (99.999 percent) uptime.
Australian contact center solutions company IPscape is reporting today that an emergency management company, Dynamiq, has implemented IPscape's cloud contact center technology. Dynamiq will use the solution to support the emergency operations center for its Dynamiq Assist service, which provides 24/7 emergency medical and travel assistance and global security and safety response capabilities for more than 200,000 Australian corporate travelers, expatriates and holiday makers, ITWire is reporting today. IPscape Contact Centre is an “all-in-one” cloud-based solutions that offers contact center organizations multichannel inbound, outbound or blended contact center capabilities.
According to ITWire, Dynamiq says that its emergency operations center “provides medical and travel assistance, global safety and security support and crisis response solutions worldwide to 1.2 million traveling individuals through 6,000 insured and directly serviced clients, handling over 130 emergency cases per month...Dynamiq receives over 200 emergency calls, emails and SMS messages daily, successfully handling up to 20 phone calls at any one time...Our Emergency Operations Centre has the expertise to concurrently deal with three large scale crisis events.”
“The IPscape technology is more cost effective than the previous solution, has greater functionality, can be changed in real time and is easy to integrate into existing technology platforms and processes,” said Dynamiq CEO and founder, Anthony Moorhouse. “With the IPscape solution in place, we not only experienced low upfront costs but expect to save $250,000 this year on capex and $10,000 each month. We chose to work with IPscape because of the company's clear vision, expertise in cloud technology and track-record of delivery...The solution is also extremely easy to use, with an intuitive Apple-type interface that means our employees spend more time focusing on serving our clients and less time learning how to use technology,” he said.
Using the IPscape solution, Dynamiq can make real-time changes to IVR (interactive voice-response) messages and can enable remote workers within seconds. If there is a sudden peak in caller demand, IPscape's cloud-based technology means any employee with a smartphone or laptop can set up a fully functional call center within minutes.