Digital switchboard for healthcare: help patients and staff reach the right person first time

Switchboard teams are under pressure to handle growing call volumes while maintaining a high-quality service. AI-powered call handling helps callers get where they need to go quickly, cutting down on transfers and reducing demand on operators.

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call-handling

>80%

all inbound calls handled by automation
(from 43%)

Read Imperial’s story

>95%

all internal and external calls answered within
15 seconds

Read more about how

85%

fewer calls directed to Switchboard operators freeing them up for complex calls

Read Lancashire’s story

Harness AI to deliver faster, smarter call handling

Many callers already know who they need to speak to. Others simply need help finding the right department or service. The challenge is handling those requests quickly without adding pressure to switchboard teams.

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Route calls faster

Use AI-driven caller understanding to identify intent and connect callers to the right destination without requiring complex menu navigation.

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Improve experience

Deliver natural, conversational caller journeys and reduce the need for manual transfers. Patients, staff and partners can quickly reach the department, service or individual they need.

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Handle emergency calls

Apply intelligent prioritisation and routing rules to ensure urgent and emergency communications are always handled appropriately. Extend the service by alerting your team audibly and visually through their desktop.

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Reduce admin costs

Automate routine switchboard requests using AI, reducing operator workload and allowing teams to focus on more complex interactions where human expertise adds the greatest value.

Everything needed to modernise healthcare communications

Combine AI, automation and digital switchboard capabilities within a single solution.

Hear AI-powered call automation in action

Routing internal calls

Calling directory enquiries

Routing to a pager

Screening your calls

Routing external calls

Clarifying details

Imperial College Healthcare NHS Trust

“Our whole premise now is to offer a better service, where calls that go to an Operator get the time they need to explain their request fully. And because calls are correctly routed at the start, ward time isn’t wasted, and calls don’t circle back to the switchboard, which was frustrating for patients. Speech recognition has allowed our operators to deliver a more quality-focused service. Without it, there would be a lot of internal and external dissatisfaction. Patients and colleagues wouldn’t get the service they deserve.”

John Wintour-Pittom

Head of Operations for Trust Telecom, Imperial College Healthcare NHS Trust

Read the full case study

Key call handling features for hospitals

Easy to set up and use, our browser-enabled screen pop enables you to manage your directory with almost zero admin.

Priority/emergency call routing

Conversational IVR

User group directory templates

Qualification question & validation

Audit trails

Missed call notifications & details

Natural language caller interactions

Callback service

Software health monitoring

Web-based, easy admin interface

CRM integrations

Time-of-day routing

Optional call recording

Directory synchronisation

Call screening and diverts

System agnostic integration

Performance analysis and reporting

Blind & supervised transfers

Embedded WebRTC softphone

Role-based permissions

Ready to modernise healthcare call handling?

Discover how how AI-powered call handling can reduce pressure on switchboard teams and make it easier for callers to get where they need to go.

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