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NHS Direct unifies contact centres

Karl Flinders

NHS Direct has brought its 36 contact centres together with IP telephony technology from 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."




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