Solutions for today’s enterprise customer experience (CX) and employee experience (EX) challenges.
Full-featured contact center solution.
Secure, dedicated and managed cloud contact center running on Microsoft Azure.
Scalable and advanced contact center-as-a-service.
Collaboration tools, seamlessly integrated into your Avaya portfolio.
Unified video, conferencing, messaging, and more on Microsoft Azure.
Call, meet, message, and more—all in one app.
Integrate collaboration apps with Avaya Communication portfolio.
Cloud-ready pathways that integrate Avaya with third-party APIs.
A full-featured unified comms platform managed on-premises.
Rely on our team of experts to help you get the most from your investment.
Consult with the experts to create your best customer journey.
Explore our complete portfolio of devices for individuals and conference rooms.
Move at your pace with Avaya’s hybrid cloud options.
Deliver effortless experiences for customers and employees at every touchpoint.
Help your contact center run smoothly, no matter where your employees are.
Find an Authorized Avaya Channel Partner in your part of the world.
Build new, innovative communications solutions via Avaya’s open solution platforms.
See our partnerships with leading technology companies for unique and value-adding solutions.
Explore all of the partner types and programs available at Avaya
Sell the Avaya portfolio with benefits, incentives, lead gen, training, and marketing resources.
Transition customers to the cloud fast and on budget, supported by Avaya services and features.
Stay up to date on Avaya's latest news and solutions.
Deliver innovative and complete solutions to your customers.
Get to know Avaya through our blogs. Insights on collaboration, customer experience, AI, digital.
Watch videos and listen to podcasts by topic or just browse what’s new. Interviews, solutions, how-to’s, more.
See inspiring ways companies are using Avaya solutions to change the world of work.
Engage with us in an immersive and interactive experience—on site, virtually, or a combo.
Look at what's new in our world—and how it benefits yours.
Learn about the privacy, compliance, and security inside Avaya solutions.
Review the terms and policies associated with Avaya software and services.
Access a full range of information and assistance for your Avaya solution.
For research and support, access our product documentation resources.
Meet Avaya experts at our events, webinars, expos, conferences and more.
In person or online, gain a full understanding of your Avaya solution and its capabilities.
Insights
Newsroom
Share
London, United Kingdom – 30 November, 2023: The skilled staff covering 999 and 111 calls for South Central Ambulance Service (SCAS) NHS Foundation Trust are benefitting from a bespoke contact centre solution tailored for their specific needs thanks to a robust Avaya platform, the specialist sector knowledge of Avaya partner FourNet, and the advanced capabilities delivered through the Avaya technology ecosystem.
As the 24/7 emergency ambulance service for over 7 million people living in the English counties of Berkshire, Buckinghamshire, Oxfordshire, and Hampshire, SCAS employs over 2,000 specialist staff who handle over 3.2 million urgent calls a year from contact centres and homeworker locations across the region.
Chris Hayden, Telephony Manager at SCAS, said, “With help from FourNet and its partners, we ended-up with a solution that fulfils our needs and more. The management and team leaders now have much more control and visibility over their agents than previously and they are now able to manage the various contact centre behaviours much more effectively.”
FourNet worked closely with SCAS on its digital transformation, including the replacement of its existing contact centre solution, which had reached end-of-life. During the due diligence phase of that project, FourNet identified that an additional specialist agent desktop application would need to be developed to work with the newly installed Avaya contact centre platform. This was required to deliver the flexibility SCAS needed to enable its contact centre managers and supervisors to react to changing situations easily and efficiently.
FourNet, a secure cloud, CX consulting and digital transformation specialist, was able to confidently look to the Avaya ecosystem for specific expertise and the right amount of co-development support to build the bespoke front-end application SCAS required.
Engelbart Software GmbH, a specialist developer for the operation and management of IT and unified communication and collaboration services, is a skilled Avaya DevConnect Technology Partner working to develop solutions for the public safety sector for more than five years. Its Engelbart esuits² Special Purpose Console (SPC) was developed to provide the bespoke functionality requested by SCAS including:
“FourNet builds partnerships with all its public safety customers; this ensures we have excellent knowledge of working practices within those organisations and expertise in the marketplace and the solutions available to help improve patient and citizen safety in the UK. SCAS is a Global Digital Exemplar market-leader, which means it’s an internationally recognised NHS provider delivering improvements in the quality of care, through the world-class use of digital technologies and information. We helped SCAS gain recognition for delivering exceptional quality care through digital technologies and information. It has set the blueprint for other trusts to follow as quickly and effectively as possible,” said Ben Ryland, Head of Public Sector, FourNet.
Steve Joyner, VP UK&I Avaya, said: “The building of a bespoke front-end for SCAS is a fantastic example of how Avaya and its partners are able to draw on best-in-class innovation from the Avaya community to deliver a tailored next-generation customer and employee experiences solution through our platforms.”
About SCAS South Central Ambulance Service NHS Foundation Trust (or SCAS for short) is part of the UK’s National Health Service (NHS). It is one of 10 ambulance services in England and serves the counties of Berkshire, Buckinghamshire, Hampshire and Oxfordshire, and Sussex and Surrey for Non-Emergency Patient Transport Service (NEPTS). SCAS has over 103 sites across the South Central area and a NEPTS Centre in Sussex, to support the delivery of its PTS contract. SCAS’ headquarters are located in Bicester, Oxfordshire and Otterbourne, Hampshire. Each of these sites also houses a Clinical Co-ordination Centre, where 999 and NHS 111 calls are received, clinical advice provided, and emergency vehicles dispatched if needed. It also has a 111 facility in Milton Keynes, three PTS Contact Centres, 24 PTS bases, and 23 Ambulance Resource Centres. SCAS also delivers care in the community, which means it supports patients at home and in their local area.
About FourNet Award-winning FourNet provides best-in-class cloud, contact centre, communication, collaboration, CX consultancy and security services. We offer digital transformation solutions which enable our customers to deliver outstanding customer experience. We work with some of the most secure, critical and commercially driven organisations across the UK, including government departments and agencies, energy companies, emergency services and local authorities. FourNet is an ethical and socially responsible business, committed to maximising our positive environmental and community impacts and championing transparency in all our business operations. www.fournet.co.uk
About Engelbart Software Engelbart Software GmbH is a specialist software developer for the operation and management of IT and unified communication and collaboration services and a skilled Avaya DevConnect Technology Partner, working to develop solutions for the public safety sector. Their expertise and speciality is in creating new solutions on top of Avaya’s products, leveraging standard APIs and SDKs, which has been proven in emergency services projects like implementations and integrations of national eCall deployments in France and Portugal 112, as well as bespoke user interfaces for emergency and non-emergency services control rooms.
Avaya PR corpcommsteam@avaya.com
Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits. Avaya contact center and communications solutions power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create. Learn more at https://www.avaya.com.
Cautionary Note Regarding Forward-Looking Statements
Certain statements discussed in this release as well as in other reports, materials and oral statements that the Company releases from time to time to the public constitute “forward-looking statements” within the meaning of the Private Securities Litigation Reform Act of 1995 (the “PSLRA”). Generally, words such as “anticipate,” “estimate,” “expect,” “could,” “intend,” “believe,” “plan,” “target,” “forecast” and similar expressions or the negative thereof are intended to identify forward-looking statements. Such forward-looking statements reflect management’s current expectations, strategic objectives, business prospects, anticipated economic performance and financial condition and other similar matters. Forward-looking statements are inherently uncertain and subject to a variety of assumptions, risks and uncertainties that could cause actual results to differ materially from those anticipated or expected by the management of the Company. These statements are not guarantees of future performance and actual events or results may differ significantly from these statements. Actual events or results are subject to significant known and unknown risks, uncertainties and other factors, many of which are beyond the Company’s control. It should be understood that it is not possible to predict or identify all such factors. Given these risks, investors and analysts should not place undue reliance on forward-looking statements. Forward-looking statements speak only as of the date of the document in which they are made. The Company disclaims any obligation or undertaking to provide any updates or revisions to any forward-looking statement as a result of new information, future events or otherwise, except as required by law. These statements constitute the Company’s cautionary statements under the PSLRA.
All trademarks identified by ®, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners.
Source: Avaya Newsroom