Call Assist - Enhancing First Response
Police Forces and related agencies never know what the next call for an emergency response will bring. Unlike the staff operating a commercial call centre, callers will not necessarily identify themselves (or be in a position to do so) and call handlers may need to make a judgement on very little information.
Some applications exist to provide a basic CRM but these typically rely on either a significant administrative effort or, more commonly, on the system capturing details from a previous call. The latter is somewhat unsatisfactory because it requires the person to call for assistance in the first instance before they can receive a more considered response next time around! In addition, there is little or no thought to callers giving conflicting identity details and / or using a number of different telephone numbers.
The Corvus Call Assist module addresses these deficiencies and concerns by profiling existing information from a wide range of source systems which enables the product to link people to telephones and incidents even when the call details captured at the time where either incomplete or incorrect. Using the knowledge base, Corvus automatically assesses risk and identifies priority callers so the call handler can respond accordingly.
The live pilot commenced this month and we received 7 commendations within the first 24 hours of use.
The application provides a passive data 'push' to the call handler and is fully integrated with the CLI module so that the telephone details are captured in the same manner as any other call for assistance. The call handler is presented with a comprehensive view of risk, call history, related persons, criminal background, warnings and community concerms.