For Switchboard Teams under pressure, with mounting unanswered calls, ContactPortal™, our switchboard operator bot, can streamline call handling. It reliably and accurately routes the routine calls – it will quickly become your polite and efficient front-line switchboard operator.
Using sophisticated speech recognition, it interacts and routes callers to their destination (whether that is a specific person, a department or a service) no matter where your staff are or what device they are on.
It’s a class-leading speech recognition enabled solution. ContactPortal translates speech into pre-set numbers to call, and can also take messages or send multimedia notifications.
ContactPortal can provide significant cost savings by reducing operator staff whilst increasing internal call-making efficiency between colleagues.
- Internal calls, external calls, urgent calls, non-urgent calls
- Reduce waiting times for customers and staff
- 24×7 consistent operator service
- Supports remote working
- Improves customer experience
- Reduce front line staff stress
- Delivers significant cost savings
Dacorum Borough Council
“The implementation of the ContactPortal™ now provides our customers with one number to contact the Council, enabling us to deliver our service more efficiently. Multi-skilled staff can now deal with the more complex calls – allowing the ContactPortal to field routine switchboard calls.”
Tracy Lancashire, Customer Services – Team LeaderRead case study
Lancashire Teaching Hospitals NHS Foundation Trust
“We would have started with ContactPortal™ internally and then rolled it out for external calls once we had seen the benefits that we have now seen. COVID changed it all for us. It was the reason we went live with calls from the public. ContactPortal™ became as successful, if not more so, in answering and directing more calls from members of the public first time than we could have imagined. It was a very swift implementation and now we are working to maximise the system and ensure that staff make full use of it on every internal call.”
Louise Simpson, Head of TelecommunicationsRead case study
National Housing Federation
“We wanted a solution that would help increase our service levels, to answer calls and route them to the right person or department. We wanted to make sure that every call was being taken so that we did not miss out on any business opportunities or leave customers without answers. Overall our expectations of the product have been fully met.”
Head of ICT
North Yorkshire Police
“Investing in Netcall’s intelligent call handling solution has enabled us to deliver 30% budget savings without sacrificing our front line services. This solution was implemented in an impressive eleven weeks from decision to go live. The schedule was tight because the solution needed to be in place to ensure the successful deployment of our 101 service.”
Superintendent Glyn Payne
Basildon and Thurrock University Hospitals
“When staff have moved out of the department there hasn’t been a need to replace them, ContactPortal™ was able to handle the increased demand. With the reports from ContactPortal™, we are able to evaluate our overall performance with regard to the Trust’s call answering target.”
Pauline Waters, Telecommunications Manager
Reduce calls to switchboard by 85%
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The right voice interface can help you improve the customer experience by creating a more convenient and natural communications platform. It can also help you reduce costs. Automate certain interactions and you can redeploy agents on more complex and worthwhile tasks.
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