Suppliers create virtual contact centre in just seven days

Essex’s most vulnerable residents now have dedicated access to support during the COVID-19 crisis, following the design and build of a virtual contact centre in just seven days. Cinos, a specialist provider of integrated audio-visual and communication solutions, Tiger, a specialist unified communications (UC) data analytics company, Provide CIC and Essex County Council have worked together to create the Essex Welfare Service.

The Essex Welfare Service has been set up to support the most vulnerable people across Essex. It will offer a single point of contact for welfare services – allowing Provide CIC to coordinate efforts with the council, voluntary organisations and charities.

Having already enlisted Cinos’ expertise on previous telephony and contact centre projects, and currently using the Tiger software, Ken Ngai, Technology Operations Manager at Provide CIC explains that the new cloud-based contact centre solution was deployed in just a week, with Cinos donating their professional services, and Tiger offering their software, both free of charge.

“Typically, we’d expect a project like this to take a month to roll-out but the team at Cinos put in a considerable amount of effort to make this happen in such a short space of time. The new system allows our call handlers to take calls at home with minimal equipment, helping us deliver vital services to the people that need them most. Furthermore, with the Tiger software, we are able to measure performance and incoming call demand in real-time, so that we can adapt staffing levels when needed. It’s been great to see so many people rise to the challenge to do what they can to support others during this time.”

Based on Cinos’ own conferencing service, Stellaris, the secure solution is supporting 400 call handlers – all working remotely. The helpline is averaging around 700 calls a day and offers support to those who are struggling with the new social distancing and self-isolation measures. Whether it’s help with food shopping, accessing prescriptions or simply a friendly phone conversation.

Jon Pickering, CEO at Tiger, added: “With the shift change in how people are working, it is placing an increased, but different type of demand on UC systems. More than ever, our customers need real-time visibility, so that they can adapt to these changes and continue to deliver vital communication services.”

“We’re in the midst of a massive shift in the way we work and virtual contact centres are providing a way for organisations to connect with those who are vulnerable and need their services most”, said Dan Worman, executive director at Cinos. “They also allow organisations like Provide and Essex County Council to ensure the safety of their own workforce and volunteers, through appropriate social distancing measures. So, they can continue working together to deliver outstanding care for the community.”