The Background
East Midlands Ambulance Service (EMAS) provides patient transport services in North and North East Lincolnshire and parts of Nottingham for people who have routine hospital or clinical appointments. Patient care and treatment is provided at the scene of the emergency or in the emergency vehicles en-route to hospital or a treatment centre.
The Challenge
With life critical, a telephony platform that is not only highly resilient, but also provides a robust platform to deliver the next wave of communication features, was essential. Additionally, maintaining this requires the highest level of vendor support. EMAS had a distributed estate, so standardising it would allow it to access to the latest system features, essential to maintaining and developing the estate in line with its critical operational requirements. At the same time, compliance dictates that all records must be held for 25 years, so a platform with the ability to accommodate this was also required.
The Solution
The solution focussed on two main sites (Nottingham and Lincoln) and delivers multiple layers of voice and infrastructure resilience to support EMAS’ day-to-day operations. The existing voice recording solution was also legacy, so Daisy worked with EMAS to implement Mitel’s new Redbox Call Recording solution, ensuring continued compliance with industry standards, and delivering a future-proof infrastructure that could scale and meet future demand.
The Result
The project to upgrade EMAS’ systems has provided the foundation for its enhanced contact centre and delivered a number of incremental improvements through central administration. It has also enabled the integration with wider systems and removed a considerable amount of administrative burden.
