NEWS & EVENTS
Iceland 112 Makes the Right Call With Avaya Aura-based Contact Centre For Mission-Critical Communications
- Ensures caller experience, and overall service, is scalable and seamless – crucial in a high-volume, high-pressure environment
- Mission-critical, future-proof: Avaya Aura® platform gives Iceland's emergency services contact centre absolute certainty and impressive agility
- Avaya provides end-to-end emergency management solution – including network architecture, call management and phones
Iceland 112 is the organisation that handles all emergency calls in Iceland and connects citizens to emergency services anywhere in the country. Established in 1995, it receives upwards of 20,000 calls a month. The company has earned a worldwide reputation as an innovative provider, most notably through its 112 app designed to help locate people in remote areas of the country.
"The Avaya solution was an immediate and tangible improvement on our previous environment as it means that failover is automatic. Previously, if the main switch broke, we had to send an engineer to the switches themselves and physically move the connection. Another advanced feature is around presence: the Avaya system gives the front desk visibility of which agents – or specialists – are available in the building to answer calls. Now, as well as our contact centre, our premises also serve as the national HQ for search and rescue and civil protection, and regional HQ for Reykjavik police and fire services. They’re now all using our phone system. Avaya has been highly resourceful in helping us make that transition, and the result makes my job a lot easier: we have a single system, compatible technology and a single vendor. That has not only taken risk out of our operation but it is also ready to grow with us."
TOMAS GISLASON, DEPUTY CEO, ICELAND 112
CHRIS DE JONGH, AREA SALES LEADER, NORTHERN EUROPE, AVAYA
Avaya Aura, Emergency Services, Iceland, 112, 911, 999
Avaya is a global provider of business collaboration and communications software and services, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.