The station of emergency medical service of Ussuriysk implements technology of contact center

On June 7, 2014 the Navigator group announced implementation of contact center in dispatching office of ambulance of Ussuriysk. The company integrator in the Flash connect project.

Project Tasks

Managers SSMP of Ussuriysk experienced high loads in work with stationary phones - trying to respond to bigger quantity of calls, to give consultation and to define diagnoses of patients.

Project Results

Stationary phones were succeeded by personal computers that allows managers to contact any employee of the station without picking up the handset.

The integration of contact center with 1C implemented by FLASH connect company provides preserving of the address calling in the database and by a repeated call significantly reduces waiting time of ambulance crew.

Incoming calls are processed by the software solution, waiting time of connection with the manager does not exceed one minute. New features help the staff of ambulance to react and block false calls quicker.

"We had an additional function which will be on advantage to our patients. Situations are different and for what reasons the call not always clear broke. Now all incoming calls are displayed on the screen of monitors at managers. And if suddenly the call was interrupted, then the paramedic can independently call back to that person from whose phone number this call was made. Earlier it was not available to us as at the station there were only phones without determinants of numbers, – Alexander Fedeykin, the chief physician of the station told. – One more feature: in receptive period of a call if consultation of the senior doctor was necessary, then it can be connected to a conversation, but it will be heard only by the manager, and calling is not present. It gives the chance to quicker make the diagnosis".