The 2017/18 Capital Programme included funding for a business case for additional phone licences for the Community Safety Hub (CSH.)
This would remove the limitation of the current Cisco 101 solution. It would provide all staff within the CSH with a ‘standard’ licence. This would enable them to be recognised by the system.
Intelligent Call Handling
It is now proposed to implement an Intelligent Call Handling Solution. This would use voice recognition software to route calls based on name, department, service, or any other identifying descriptor associated with an area of the organisation. Public and internal calls can be managed separately.
If Cleveland Police does not want the public to access specific individuals directly, they can be excluded.
Intelligent Call Handling Solutions will integrate into the existing telephony technology to increase and better manage voicemail messages.
Solutions will include the ability to escalate individuals’ or team voicemails if not responded to within a pre-determined timescale.
An additional module to the Intelligent Call Handling Solution is the Intelligent Callback. This allows a caller in a queue, the option to request a call back rather than waiting on the phone. The system will then retain that queue position for the caller, calling them back when their call reaches the top of the queue.
The Advantages
Evidence from other police service deployments confirms a significant reduction in call volumes within the control room. This enables a more efficient and effective call management.
The introduction of a call back system would provide a mechanism for managing peaks in demand and drastically reduce call abandonment rates.
This would provide strong evidence to HMIC that Cleveland Police is making significant progress in resolving areas of concern, In addition, it would provide an enhanced level of service to the public.
The proposed solution would also act as an enabler for potential future introduction of additional digital communication channels with the public.
This is because the system provides a technical platform. Additional modules can be deployed on the platform.
Proposed changes to the 2017/18 capital budget are as follows:
- Release £85k capital budget for the CSH phone licences as the scheme is to be replaced.
- Request of £85k capital budget for the Intelligent Call Handling Solution – An intelligent call handling solution, which uses voice recognition to route calls based on name, department, service, or any other identifying descriptor associated with an area of the organisation.
Additional £16k to be provided through revenue contribution to capital
Decision DRF-2017-62044. Changes to 2017/18 Capital budget (application, 139kB)