When COVID-19 hit, like many other organisations, the force quickly adopted Microsoft Teams to enable remote working and better internal communication across teams. They then sought a partner who could help them fully integrate Teams into their 99.999% guaranteed uptime Avaya contact centre platform. In addition, they realised that they needed direct routing to enable users within the force to contact people outside the organisation using the same Teams interface and the need to track and monitor usage.

Utilising Avaya telephony and contact centre platform within the control room for 600 staff of which there are 120 agents with NICE call recording for both control room and airwave radio communications; FourNet integrated the contact centre into the control room CRM platform and Netcall for speech attendant capabilities. FourNet also delivered the SIP trunks for 999, 101 and back-office calls and implemented direct routing for Microsoft Teams for 3,000 non-control room users. Tiger Prism was integrated for call logging and analytics across both the Avaya control room platform and the Teams back-office solution.

These world-class vendor solutions were integrated and engineered seamlessly by FourNet’s professional services team and delivered on time and on budget by their dedicated blue light project team.

FourNet provide a managed service which includes proactive monitoring with self-healing capability which means that problems can be averted and resolved with no manual intervention; in addition FourNet’s service delivery functions ensures there is a single point of contact for any escalation as well as regular customer meetings.


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