Who they are
Bristol Ambulance EMS have built an excellent reputation as a trustworthy and reliable ambulance service for the private sector as well as the NHS. They employ a standout team who place the needs and dignity of patients at the heart of all they do
What they wanted
Having recently invested in new technology including computer-assisted dispatch as well as fixed and mobile communications, Bristol Ambulance EMA have been able to increase the efficiency of their fleet. The final missing piece of the puzzle was a telecoms provider who would listen to their complex needs and above all, deliver on their promises.
From a need for new call routing and multiple conferencing facilities, to disaster recover and call statistic solutions, there were a number of challenges to overcome – with the added difficulty that due to a new company policy, they were only interested in a cloud/hosted system. Two other resellers had already promised all of this and failed to deliver, so we knew we had our work cut out for us on this one!
How we helped
We quickly realised that a cloud infrastructure would fall short of their needs, so instead we suggested and demonstrated our ELG iPECS on premise system.
One management were happy that the on premise system would still fit with the company’s cloud policy, we got to work designing a number of bespoke solutions:
- Call routing and tagging: This meant that call handlers could identify not only which of two incoming numbers had been called, but also which options had been selected in the auto attendant. This allowed them to refer to the correct scripts quickly, improving the action time on each call.
- Conferencing platform: The new platform allowed multiple handlers to initiate conference calls between themselves, the caller and external experts. This meant the right people could be reached and more efficient responses could be given.
- FTTC backup: Installing this provided a first-line disaster recovery, preventing the outage issues that came with the previous single-connectivity design.
- Call reporting and logging system: This allowed management to effectively manage workflows, staffing levels, call handler performance, training needs and more
What they had to say:
“Sirus Telecom succeeded where others failed. As an emergency services provider reliable telecoms and an efficient call centre is paramount.
Our requirement was to say the least a little bespoke and Sirus were happy to listen to our needs and design a system that fully delivered what we required. The design was perfect and the implementation was seamless.”
– Rob Johnson (Director of Operations, Bristol Ambulance EMS)