NHS Direct has brought its 36 contact centres together
withIP telephony technologyfrom
Nortel.
The 24x7 telephone and e-health service, which handles six
million calls per year, has created an IP contact centre which has
improved services and cut costs through centralising
facilities.
Services have improved through unifying the centres to speed the
routing of calls, and costs have been cut because internal calls
are made on the internet.
Adrian Price, national IT infrastructure manager at NHS Direct,
said: "We wanted to improve the service we were offering, while
benefiting from the cost savings that centralisation should
bring."
