Virtual Operator

Descriptions

Virtual Operator, Appointment Reminder & Major Incident Alerter.Cardiff & Vale University Health Board (UHB) has a single Operator Suite handling approx 1.5M calls annually associated with 6 hospitals (including 2 major teaching hospitals) with a total bed compliment in excess of 1,700.The UHB seeks to purchase a Virtual Operator application to support its Operator staff in progressively handling the majority of its 600,000 internal switchboard calls, with the subsequent prospect of including a majority of the remaining 900,000 external calls.The application will require high quality voice recognition and auto-attendant functionality appropriate to medical facilities, services and departments.In addition the UHB may wish to purchase one, two or neither of the following options:Option 1 – Appointment Reminder ServiceAn application with the ability to automatically provide a minimum of 600,000 outpatient appointment reminders annually. Appointment reminders must be able to be made via automated calls, SMS or calls from the Health Boards contact centre. Option 2 – Major Incident/Other Alerting SystemAn application with the ability to automatically generate calls to a pre-defined list of recipients through the mediums of SMS, mobile and land line numbers with pre defined choice of messages and (pre-recorded) Voice Messages