Tailored CCaaS for South Central Ambulance Service

Because seconds count, SCAS offers a unique multi-disciplinary approach that can require multiple specialist medical experts to listen in to an emergency call to help speed up initial triage of a patient
and determine the next steps e.g., dispatch an ambulance as soon as possible for critical cases. This way of working necessitated a bespoke solution, which FourNet was able to deliver via its experience with the Avaya Experience BuildersTM ecosystem. FourNet’s specialist sector knowledge and technological expertise helped translate SCAS’s operational requirements to ensure the right Avaya Experience Builders partner was selected.

“FourNet builds partnerships with all its public safety customers;this ensures we have excellent knowledge of working practises within the organisations and also knowledge of the marketplace and the solutions available to help improve patient/citizen safety in the UK.”

SCAS is a Global Digital Exemplar market-leader, which is an internationally recognised NHS provider delivering improvements in the quality of care, through the world-class use of digital technologies and information. FourNet helped SCAS gain recognition for delivering world-class quality care through digital technologies and information, setting the blueprint to enable other trusts to follow in its footsteps as quickly and effectively as possible,” said Ben Ryland, Head of Public Sector, FourNet.

Its applications and solutions are developed with a deep understanding of Avaya OneCloud CCaaS technologies and interfaces and can be tailored for individual client’s requirements.

“Engelbart Software became fully embedded into the process of solution specification and design for the new bespoke user interface. Its developers’ detailed experience with Avaya application programming interfaces (APIs) and software development kits (SDKs) as well as their open approach to fully understanding the customer’s business requirement allowed all stakeholders to drive the project even beyond the initially scoped set of requirements,” said Markus Bornheim, Avaya International Practice Lead for Public Safety & Emergency Services.”

The result was the development of an esuits2 Special Purpose Console (SPC) as an alternative call centre Agent and Supervisor frontend application based on a browser based HTML5 application linking into the Avaya OneCloud CCaaS core and leveraging the Avaya JavaScript Client SDK.

“Because it is based on the modular and flexible HTML5 architecture, it’s possible to add customer specific functionality and 3rd party applications into the soft client. Beside standard telephony services and the support of the Avaya OneCloud CCaaS solution, the esuits2 SPC offers rich API for service integration,” says Dirk Engelbart, CEO Engelbart Software GmbH.

The bespoke functionality requested by SCAS and provided by the esuits2 SPC includes a comms-screen for real-time status visibility between Agents and Supervisor; chat between Agents, Supervisors and departments/roles; the ability to agent assign skill/role during login and bookmarking of Agent- or department- based favourites. Supervisors also benefit from enhanced functionality including the ability to listen-in to existing calls;

Change skill / role assignment on the fly; change Agent status; remote Agent logout and replay of recorded calls. For the support of a work from home scenario a “raise my hand” functionality has been implemented to contact a supervisor if help is needed from the agent.