Welsh police first to deploy Cisco contact centre system

A Welsh police force is the first emergency services organisation in the world to deploy Cisco Unified Contact Centre Enterprise (UCCE) technology, to improve call handling times and protect against dropped calls.

Dyfed Powys Police serves a population of 490,000 people and received over 35,000 calls in 2011. The new control centre system enables operators to view accurate real-time information through sub-second refresh rates, which ensures they can manage the large number of calls they receive.

Dyfed Powys said this is significantly faster than the average call centre refresh rate of 10 to 20 seconds, and ensures that 999 calls are routed to operators as quickly as possible.

The force's contact centre services provider Kcom has also developed a system which automatically provides a call handler with the caller’s address and a map reference of their location, helping to create a quicker transfer of information between the operator and response teams.

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Mark Hall, head of network services at Dyfed Powys Police, said: “The new system is truly state of the art. The implementation process was fast and seamless."

The improved contact centre combines Cisco’s UCCE system with APD's CORTEX ICCS platform into a single call routing solution for emergency and non-emergency calls across the control centre, and delivers a single management information view of all inbound calls.

In other contact centre news, John Lewis is aiming to boost customer service with new desktop automation software for its call centre agents. The multi-channel retailer has deployed OpenSpan technology at its two branch contact centres in Manchester and Glasgow, which handle an estimated 4.5 million calls per year.