Communication is vital in the running of emergency services. Although much focus is given to the emergency telephony number, there are huge communication challenges behind the scenes including:
- Reducing the load on emergency telephone numbers
- Dealing with those non-emergency calls in an efficient manner
- Limited access to personal computers for all staff
- Access to directory and other information across sites and agencies
- Providing a public service within set performance levels and targets
Datapulse has been delivering communication solutions for the emergency services sector for over 20 years. These include:
- Integrated directories that provide access to accurate people information based on customisable data such as number, job title, skill sets, location etc
- Presence, status and availability information enables employees to check availability of colleagues, speeding up decision making and improving response times
- Operator centres to answer non emergency and priority calls within targets
- Datapulse call handling solutions ensure that telephony communications stay up and running, preserving service levels and avoiding loss of calls and, potentially, lives
- Monitor performance against targets, detect misuse, track lost calls and provide valuable information about call patterns and response times to ensure quality of service
- Voice recording provides liability protection enables conversations to be retrieved and replayed in seconds from any location to re-check ambiguous details and are legally admissible for inquests
- Workforce Management automates and streamlines staff rosters, call volume forecasts and skills management to meet service and regulatory commitments whilst providing a more flexible, family-friendly working environment and development structure to improve staff retention.
- Priority messages can be delivered to the screens and speakers of Nortel IP phones, keeping staff informed in order to inform and help resolve emergency situations.