The Royal College of Nursing (RCN) has implemented NewVoiceMedia’s cloud-based telephony solution ContactWorld, to ensure that its members can always speak with an expert consultant regardless of any problems that the call centre encounters. The implementation means the RCN will be able to deliver its telephone advice service to members even in the event of an outage.
The RCN contact centre in Cardiff is a vital resource to nurses, providing advice and support on issues such as pay, working conditions, law, employment and retirement concerns, as well as specialist counselling services.
Geoff Lewis, network manager at RCN, explains: “It is vital that we have a robust disaster recovery system in place to protect us against every eventuality – technical, natural or human error. As an organisation our members value us as an important resource for advice and information, and it is essential that our agents are on hand to answer any questions.”
In addition to the disaster recovery function, RCN will use ContactWorld to manage incoming calls from nurses, students and healthcare professionals to its library service. All RCN members have access to the organisation’s library, currently one of the biggest specialist nursing resources in the world.
Paul Turner, COO at NewVoiceMedia, adds: “We may live in a digital age but people still value the ability to discuss problems with other people, and this is particularly true of the RCN members. ContactWorld provides the organisation with the peace of mind that, should an issue arise, it has a robust back-up solution in place which can ensure that it is able to provide a continuous service.”