Cut call handling and wait times and ease your switchboard team’s burden. Swiftly direct callers and patients to their destinations without delay, removing the manual handling of calls and improving employee and patient experience.
fewer calls directed to Switchboard operators freeing them up for complex calls
60% of callers know the name of the person, ward or department they want to talk with, so let’s make it quick and easy for them to connect.
Get internal and external callers to the correct destination without delay. Save doctors time finding senior colleagues and connect patients to the right person or department.
Reduce call volumes to your frontline staff, freeing them to answer more complex enquiries. Get external callers to the right place 24/7, and enable a callback facility during peak call times.
Never miss or delay an emergency call by applying priority routing to these call types. Extend the service by alerting your team audibly and visually through their desktop.
Deliver significant time and efficiency savings. 95% of calls answered within 15 seconds, with an average two-second wait time.
Our flexible and responsive contact centre solution provides your teams and callers an efficient and friction-free experience.
Routing internal calls
Calling directory enquiries
Routing to a pager
Screening your calls
Routing external calls
Clarifying details
“Our whole premise now is to offer a better service, where calls that go to an Operator get the time they need to explain their request fully. And because calls are correctly routed at the start, ward time isn’t wasted, and calls don’t circle back to the switchboard, which was frustrating for patients. Speech recognition has allowed our operators to deliver a more quality-focused service. Without it, there would be a lot of internal and external dissatisfaction. Patients and colleagues wouldn’t get the service they deserve.”
John Wintour-Pittom
Head of Operations for Trust Telecom, Imperial College Healthcare NHS Trust
Easy to set up and use, our browser-enabled screen pop enables you to manage your directory with almost zero admin.
Unparalleled grammar libraries
Bleep integration for pagers/bleeps
Priority/emergency call routing
Microsoft Teams integration
User group directory templates
Qualification question & validation
IVR with Script Designer
IVR scheduling
Extensive audit trails
Missed call notifications & details
In-queue and estimated wait time
Callback service
Software health monitoring
Web-based, easy admin interface
CRM integrations
Time-of-day routing
Optional call recording
Master directory synchronisation
Call screening and diverts
System agnostic integration
Performance analysis and reporting
Voicemail management
Supports multi-site IVRs
Role-based permissions
Our experienced Healthcare team is eager to engage with you.
Let’s discuss what’s holding you back in telecoms and devise a solution to save you time and money.
For a next-generation AI-powered cloud contact centre solution, look no further than Liberty Converse CX. Create contact centre experiences that your teams and customers will value. Delight your customers with a powerful fusion of self-service automation and human interaction while empowering your teams with the essential tools for exceptional service.
Prevent missed appointments, optimise capacity, and enhance patient experience with real-time notifications and reminders.
Reassure patients, minimise unnecessary appointments and save your team from having to handle thousands of calls requesting basic information.
Accelerate waiting list validation and reduce the total number of people waiting – cost effective and rapidly deployed.
