We are delighted to announce a new voice based software which allows people to access the person or department they are looking for when calling our switchboard.
Voice operator is based on speech recognition and provides features such as people and department-based searches which is an upgrade to the existing auto attendant and this will enhance efficiency and effectiveness.
The system is provided by our existing provider Atereo and Atereo Voice is a highly developed and accurate speech recognition system which allows calls to bypass the manual operator and be sent directly to the required destination. It links speech with the directory and integrates simply with the existing telephone system.
You can read our Frequently Asked Questions here.
Features of the system include:
• Easy to use.
• Text-to-speech technology such as with Alexa
• Will recognise aliases such as Rich, Richard, Richie, Bill, William, Will or Accident & Emergency, Emergency or A&E
• Provides high level of accuracy.
Benefits of the system include:
• Calls handled more quickly.
• Increases overall efficiency.
• Improves patient experience.
Example of customer call flow and message:
Good morning/afternoon/evening, welcome to the Dudley Group NHS Foundation Trust. If you are calling for clinical advice from our Emergency Department, please call NHS 111.
If you have an extension number, please dial it now or hold for further options.
Sorry that extension is unavailable at the moment, please try again.
Sorry that extension is invalid, please try another.
Please state the department, ward or member of staff name you require. For example, say John Smith or Pharmacy. If you need assistance, say “operator”.
Caller responds with department, ward or member of staff.
System asks caller for confirmation of department, ward or member of staff.
System transfers caller through to destination.
