NFRS has long recognised that Operators are a vital bridge between callers to the non-emergency number and the staff of NFRS. With the change in telephony platform, Peter Meredith, NFRS Information and Communications Systems Manager, had the vision of achieving improved call handling across the entire network.
After researching the market, Peter selected the BTS CommsWare Console because it offered ‘the best mix of ease of use call handling features coupled with a comprehensive directory system’, and because the BTS solution required no dedicated client hardware, allowing it to be easily deployed anywhere on the network.
To keep the directory administration overhead to a minimum, a single point of update was required. BTS’ database integration service delivered the necessary automatic update of the Console database from NFRS’ Microsoft Active Directory.
The result is a service that Peter confirmed will support NFRS in its strategic development plan objective of making ‘efficient and effective use of resources’.
NFRS employs around 600 staff delivering a range of services throughout Northamptonshire. It has 22 fire stations, one HQ building at Wootton Hall, Northampton, and 3 satellite sites.
BTS is a specialist in call handling, contact centres, operator consoles, call logging, directory solutions and database integration. BTS’s vendor-independent solutions are designed to work equally well with existing legacy, VoIP and mixed telephony, and with whatever VoIP telephony customers select in the future. BTS offers enhanced value in the form of up-to-date technology, and improved staff productivity, customer service, cost control and management information.