In this case study Kevin Hatch, STARS’ Technology and Systems Strategist, explains how, having internally developed a multi-system program the organisation identified the need for a tool to dynamically interact with agents, helping to capture essential data crucial to any emergency taking place.
Find out how:
- Awaken’s Synergy and Dispatch solutions interface with a custom database for managing the calls that are captured in Synergy, FME (for data enrichment), ArcGIS (ESRI) for customer experience mapping, Twitter, Mitel Phone system, other custom databases for other relevant system information.
- Despite the complex web of workflows, STARS have been able to deliver a simplified experience for agents, enabling them to capture every piece of critical information in an emergency situation to provide the most suitable support as quickly as possible.
Get in touch today