The creation of a shared public services centre has generated significant costs savings for South West Wales police forces.

The new centre is able to process emergency and non-emergency calls, a feature that separates the centre from other emergency call centres.

The contact centre services itself is operated on a scalable platform allowing for staff to handle calls during peak periods.

The centre itself, which employs technology and infrastructure services from Siemens and OpenSpace Voice, allows staff access to real time information while handling calls, providing users with improved information for assessing the need for emergency dispatch. The quality of intelligence from real time data has succeeded in increasing first call resolution rates.

Time to be open-minded about open source contact centres?

Hampshire Fire and Rescue Service Invests in Network to Handle Emergency Calls