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IP Phones - St John Ambulance in Western Australia Ready to Roll Out IP Solution
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IP Phones Channel
 
October 06, 2014
St John Ambulance in Western Australia Ready to Roll Out IP Solution
By Michael Guta, Contributing Writer
 

Just as legacy technologies start becoming obsolete and new solutions become available, it makes you wonder how you ever accomplished anything with the old system. Traditional PBX (News - Alert) phone systems are still being used by many organizations around the world, but as the awareness of IP phones and communication systems continues to increase, the adoption rate is also following suit. The move is being driven by better infrastructure supporting IP communications, both with fixed and wireless technologies, resulting in even companies that provide life-saving services to make the change to IP. The latest organization to do so is St. John Ambulance in Western Australia, which announced it is deploying Interactive Intelligence (News - Alert) Group’s Customer Interaction Centre (CIC) software suite at its operations center in Perth.


The St. John Ambulance center has 35 frontline ambulance staff and 25 administration staff including first aid services, and according to the information the organization provided, in 2013 its contact center received more than half a million calls.

While traditional PBX systems can manage large volumes of call, they're not as efficient at integrating different communication solutions and providing contact center staff a range of options to address the calls that come in to the facility. Besides the software police officers, fire men and others will be using 3,000 Motorola (News - Alert) ASTRO P25 radios, which takes advantage of the encryption capabilities of the CIC platform to ensure all the conversations first responders have is protected and not accessible by individuals using police scanners.

?The Interactive Intelligence Customer Interaction Centre solution delivers:

  • Multichannel software platform to blend all media types with business systems
  • Enables powerful IP communications alongside existing resources and new technologies to improve interaction processing
  • Scale to advanced functionality via CIC’s simple application licensing
  • Cloud or on-premises at a fixed monthly cost — or a managed service
  • Manage and blend inbound/outbound multichannel interactions, and give customers their choice of contact options — voice, email, fax and chat, as well as SMS, business objects, and social media

The platform can also be set up to unify communications so call center agents can be deployed at home or another location in the event of an emergency, which could prove to be very useful for emergency services providers. The SIP architecture standard is able to support at-home agents, remote locations and mobile employees using IP networks, voice over IP (VoIP) and the cloud for reliable delivery at all times.




Edited by Alisen Downey
 
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