CTSC Girona finds the solution with Fidelity by Jusan

For CTSC Girona (the consortium of ambulances in the Spanish province of Girona) Fidelity Call Center by Jusan has turned out to be the ideal solution in order to guarantee the service's telephone response, and to automate call management in the consortium's coordination center.

CTSC - Girona is a private company, member of the federation of business organizations in Girona (FOEG), and currently authorized by the Generalitat of Cataluña, to undertake emergency and programmed health transport services in this northern province.

The service delivered by CTSC Girona is permanent, and the flow of inbound and outbound calls is constant (7000 calls weekly), with important peaks normally ocurring during the morning shift. The position of each and every ambulance is known at all times and is updated automatically by GPS and displayed on a wall mounted panel in the center of operations.

The objective of the project, which counted on the collaboration between Jarit-Agea for the deployment of an Aastra (Netcom Neris) PBX and Jusan for the Fidelity call center solution, was to install a system that enabled inbound calls coming from the ambulances to be routed to one set of operators and the remaining inbound calls to a diferent group, creating a circuit that allowed for a communications distribution system based on different levels of assistance and agent positions, employing maximum waiting times and guaranteeing a response.

In order to achieve this goal a customized touch screen interface was specifially designed for the operators positions enabling direct telephone access, in the shortest possible time, to all the hospitals, health centers and the more than 140 ambulances operating in the Girona province.

The result is a made to measure system enabling automatic organization of inbound traffic according to call type, greater control over managed resources and telephone assistance optimization.

According to Joaquim Llorella Marco, Director of Programmed Transport for the CTSC, “The installation of Fidelity has enabled us to improve communications within the center and to raise the standard of telephone assistance. Now we have a made to measure system designed according to the needs of the center and we are providing a higher quality service with a much greater response capacity.”