ThamesNet revolutionise their telephony,
improve service, increase efficiency and reduce costs

Download the full case study

The challenge

ThamesNet faced a common problem. They needed to replace their outdated and unsupported switchboard while improving the quality of the service provided. Managing four acute NHS sites plus various satellites meant that they were taking over 11,000 calls a day. There was difficulty in accurately forecasting operator cover for shifts, with operators having to undertake other administrative duties.

Project outcomes

  • Operator calls reduced by 29%
  • Ability to flag status e.g. when on emergency calls
  • Access to switchboard soft-console from any device and location
  • Full visibility and tracking of inbound and outbound calls
  • Alerts when service falls below SLAs.

The Operator Suite developed for UK NHS Trusts from Liberty™ ContactCentre 59R

Download the product sheet

The solution

ContactPortal handles external and internal calls and enables over 50% of the calls to be processed through self-service. The Operator Suite gives operators a modern and intuitive web-based soft console and allows for simple search and access of contacts.

The result

With more than 50% of calls now being handled through “self-service”, calls to switchboard have reduced dramatically, efficiency is up and operator stress levels are down. Call queue times are reduced and patient satisfaction is increased.

“I am very pleased with the product and the flexibility it enables...I look forward to new developments and enhancements as the product matures.”

Download ThamesNet's full case study

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