Efficient call handling & switchboard automation

Cut call handling and wait times and ease your switchboard team’s burden. Swiftly direct callers and patients to their destinations without delay, removing the manual handling of calls and improving employee and patient experience.

call-handling

>80%

all inbound calls handled by automation
(from 43%)

>95%

all internal and external calls answered within
15 seconds

85%

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

Deliver efficiencies, cost savings and service improvements

60% of callers know the name of the person, ward or department they want to talk with, so let’s make it quick and easy for them to connect.

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Route calls faster

Get internal and external callers to the correct destination without delay. Save doctors time finding senior colleagues and connect patients to the right person or department.

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Improve experience

Reduce call volumes to your frontline staff, freeing them to answer more complex enquiries. Get external callers to the right place 24/7, and enable a callback facility during peak call times.

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Handle emergency calls

Never miss or delay an emergency call by applying priority routing to these call types. Extend the service by alerting your team audibly and visually through their desktop.

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Reduce admin costs

Deliver significant time and efficiency savings. 95% of calls answered within 15 seconds, with an average two-second wait time.

The speech-enabled call-handling system

Our flexible and responsive contact centre solution provides your teams and callers an efficient and friction-free experience.

Listen to some automated call handling examples

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

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.

Unparalleled grammar libraries

Bleep integration for pagers/bleeps

Priority/emergency call routing

Microsoft Teams integration

User group directory templates

Qualification question & validation

IVR with Script Designer

IVR scheduling

Extensive audit trails

Missed call notifications & details

In-queue and estimated wait time

Callback service

Software health monitoring

Web-based, easy admin interface

CRM integrations

Time-of-day routing

Optional call recording

Master directory synchronisation

Call screening and diverts

System agnostic integration

Performance analysis and reporting

Voicemail management

Supports multi-site IVRs

Role-based permissions

Contact us to find out more

Our experienced Healthcare team is eager to engage with you.
Let’s discuss what’s holding you back in telecoms and devise a solution to save you time and money.

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