The ceremony is taking place at the Hilton Hotel, Park Lane, London on the 10th October.
The Comms National Awards Ceremony, now in its 13th year, is the most respected and coveted awards programme in the ICT industry. Applications are independently judged by industry experts whose experience covers resellers, trade associations, vendors, consultants and the trade media.
Integra’s entry is for the successful deployment and commissioning of next-generation IP- based unified communications technology at Ramsay Rivers flagship Hospital. The installation is based on the hospital’s existing network infrastructure; avoiding the need for “rip and replace” and ensuring optimal use of overall ICT spend to date.
Since implementation, Ramsey Rivers Hospital has been able to analyse and report on all aspects its call centre activities resulting in a significant improvement in overall customer service standards. Statistics generated have demonstrated that customer satisfaction levels are now greater than 90%; more than 95% of total incoming calls are answered by live agents with relevant knowledge, two thirds of which are done so in less than 30 seconds.
The UC system comprises a number of call-centre specific applications, including intelligent call routing, to ensure the even distribution of incoming call traffic to available agents, resulting in improved response times and ultimately a positive user experience. It also includes integrated voice and conference services, text, fax and email support, call-back requests, queue status, screen pop-ups and screen alerts as well as call recording capabilities for security, compliance and training purposes.
The system’s real time reporting and monitoring facility have allowed call centre supervisors to quickly react to caller demands and/or calling patterns, depending on factors such as the time of day. They can schedule dedicated agents to reflect these trends in order to make best possible use of their available workforce and associated skills set. Staff morale and ultimately productivity has also improved since the system was implemented because call activity is now more accurately predicted and catered for, such as the need for overtime support.
The unified communications system has been installed and commissioned by Integra’s experienced technical team out of normal office hours to ensure minimise disruption to service.
Says Pas Ruggiero, CEO of Integra ICT; “We are delighted to have been shortlisted for such a prestigious award. Competition is tough and we were competing against some highly regarded organisations. It has always been our ethos to make sure that we understand our client’s exact requirements so that we can deliver a solution that meets their objectives. Usage stats at Ramsay Hospital demonstrate that we have not only achieved but exceeded their expectations.”
Integra’s implementation and support of the new UC infrastructure has been so successful that Ramsay Rivers Hospital considering its rollout to other hospitals with high call volumes.
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