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Operator Services

Operator Services. For Hasting Borough Council. Today’s agenda. Netcall Operator Services Our Customers Introducing Netcall Introducing Telephony Automation Operator Services. Key Facts. Netcall PLC listed on the LSE is a group of companies

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Operator Services

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  1. Operator Services For HastingBorough Council

  2. Today’s agenda Netcall Operator Services Our Customers Introducing Netcall Introducing Telephony Automation • Operator Services

  3. Key Facts • Netcall PLC listed on the LSE is a group of companies • Each with more than 14 years of profitable trading • UK based Software vendor • In-house design, engineering and support based in 3 local sites • Regular software updates and releases • Platform or hosted solutions that are widely integrated • Over 500 customers • Public Sector (including 80 Local Authorities, 45 Universities,15 Police Forces) • NHS (including >60% Acute Trusts) and • >100 Enterprise customers • 20+ Partnerships and Alliances • 130 staff • Circa £14m turnover

  4. Netcall Group: a selection of our public sector customers

  5. Some Customer Reference Sites - Local Government

  6. Some Customer Reference Sites - Local Government

  7. SEMAP+ THE FOUNDATION OF OUR TECHNOLOGY Eden Triage Direct Debit Information Locator Mail-2-me Surveys Reporting Payments Result Operator Services Name Dialling, Mobility, Messenger+ CallMeBack Q-Max Queue Buster Confirmer Remind+ ContactCentre 59R Automation Agents Inbound Outbound SEMAP+ E1 (DPNSS / QSIG) IPT SIP Speech Recognition Text to Speech Email Other Technology SMS

  8. What is Automation? • Automation is NOT about removing human contact • Automation is NOT about forcing change on your customers • Automation IS a way to improve efficiency whilst raising the level of customer service • Automation IS about taking routine and repetitive calls away from human operators

  9. Operator Services for Internal Use • Not only can Staff & Councillors contact other staff quickly and efficiently in or out of hours, but the system can be populated with names of customers, suppliers etc. • This allows Staff & Councillors to make most of their work calls, safely and efficiently, using only speech recognition, and they can enter their own personal numbers too! • Staff & Councillors are authenticated either by PIN or the CLI of their phone

  10. Operator Services for External Use • Citizens can ask for names, departments or roles • Calls are routed to individuals, hunt groups or Contact Centre queues • Aliases are supported e. g. “Bins”, “Rubbish” directed to “Environmental Services”

  11. Operator Services Benefits • Available 24/7 – contactability is no longer reliant on Operator working hours • Frees up Operator time to deal with external callers • No reliance on directory accessibility • Optional call screening – calls can be announced with an opportunity to accept/reject • Add personal numbers – no need to use numbers stored on mobile phones • Use to call numbers within and outside of the Council

  12. ! Live Demonstration

  13. Thank You • Dave Amps • Dave.Amps@netcall.com • 0330 333 6100

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