NHS Lothian aims to improve contact centre service with Telephonetics

Telephonetics, a provider of speech recognition and voice automation systems, has won a new contract for its Contact Centre system from NHS Lothian.

The system will be used by multiple NHS Lothian departments, each with individual requirements for call handling, to improve the service provided to callers.

According to Telephonetics, NHS Lothian has already implemented its ContactPortal and Result solutions (for internal operator services and automated medical results provision) and is now employing Telephonetics for help in improving the service offered to callers in staff bank, eHealth (IT), patient appointment booking service, poisons information service and the estates help desk.

These departments will all use the Contact Centre solution for their main business calls. Each department has problems with missed and busy calls and the Contact Centre will be used to address these issues.

Mark Holmes, director of sales at Telephonetics VIP, said: The provision of our Contact Centre solution to NHS Lothian is an important contract win for Telephonetics, highlighting the cross-selling opportunities available in the NHS, both in terms of the products we provide and the number of departments that benefit from our solutions. Telephonetics looks forward to working even more closely with NHS Lothian to improve the service provided to all its callers.

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