Faster end to end implementation
reducing go-live lead times

Real time re-assignment of agent skills based on control room demand.

Availability of skills based routing
algorithms

Enables Dispatchers to be included in
ACD queues for improved emergency
call taking where every second matters

Synchronisation of agent statuses
– available / not available, logged on /
logged off

Synchronisation of not ready reason
codes to ensure correct reporting of
unavailability of agents

Ensures no emergency calls are sent
and later retracted by ensuring call
distribution to available agents only

Ability to take telephony calls
(inc emergency calls) and Dispatch
using a single user interface

Call handlers can be assigned to 999
and 101 calls simultaneously with 999
call reservation

Complete operational picture by
bringing together data from all
3 control room pillars to drive more
effective decision making

Recording and logging of calls via the
Openscape platform

All information in one place for
retrospective analysis