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Norway's largest medical emergency contact centre, Ullevaal, utilises NICE Systems Solutions for 100% call monitoring capabilities and to ensure high level agent training...
The largest medical emergency contact centre in Norway that supports the Oslo Ambulance Service, is using NICE's industry leading contact centre solutions to monitor and store 100% of emergency calls generated from citizens and extract Insight from Interactions to form the basis of its comprehensive agent coaching package. The project has been implemented at the central contact centre in Ullevaal, Oslo together with NICE's partner Racom, the leading provider of recording solutions for Norway.
The medical emergency contact centre covers central and rural Oslo, and its agents provide a service for over one million citizens. By using a series of sequential fixed criterion on screen every agent is able to assess the situation for severity, provide basic medical advice and counselling where possible and lastly to deploy an ambulance and a paramedic team to the scene.
continuous recall and improvement
Ullevaal require retention for over 20 years to ensure that each call record can be recalled easily should dispute or investigation arise at any point within a patient's life.
"As the largest medical emergency contact centre in Norway, we have placed an incredibly high level priority on continuous improvement and we strive to achieve better and more efficient working practices within our contact centre," comments Asgeir M. Kvam, Emergency centre Manager at the Oslo medical emergency centre. "We need to ensure that our agents are continuously trained to maintain up-to-date medical advice and to ensure that our service remains efficient and continues to help to save lives."
The Oslo medical emergency contact centre will benefit from NICE's capabilities for advanced quality monitoring of citizen interactions, by using targeted, as opposed to random, agent monitoring, thus improving internal processes and overall efficiency delivering improved levels of service and faster emergency response levels.
The Ulevaal solution consists of total voice recording for all communications systems (radio and telephony) plus the capture of all on screen interactions at each position. The NICE solution provides an enhanced package tailored specifically for this industry enabling capture of all screens detailing, mapping information, vehicle location systems, journal (CAD) and utilisation of the integrated communications system, resulting in total capture of everything that was said and done by an operator.
This coupled with the NICE storage solutions and integration capabilities delivers a solution that allows incidents to be recalled by the originating incident number instantly. This allows the whole emergency management process to be reviewed; delivering clear evidence and the justification that was used to make those decisions.
an end-to-end solution
The result is fast, complete records and supporting actions made by the centre, ultimately delivering full documentation of the whole process to use for investigations, performance evaluation and as training examples of best practices.
Global Public Safety Marketing Manager at NICE Systems, Adam Smith comments, "Our solutions encompass contact centre and emergency response requirements delivering an end-to-end solution that provides 100% capture and monitoring of interactions and advanced performance management for the emergency response centre, helping them deliver citizen focused services and total records management."