VIRTUAL OPERATOR

Tender description

Virtual Operator, Appointment Reminder & Major Incident Alerter. Cardiff & Vale University Health Board (UHB) has a single Operator Suite handling approx 1.5M calls annually associated with 6 hospitals (including 2 major teaching hospitals) with a total bed compliment in excess of 1,700. The UHB seeks to purchase a Virtual Operator application to support its Operator staff in progressively handling the majority of its 600,000 internal switchboard calls, with the subsequent prospect of including a majority of the remaining 900,000 external calls. The application will require high quality voice recognition and auto-attendant functionality appropriate to medical facilities, services and departments. In addition the UHB may wish to purchase one, two or neither of the following options: Option 1 - Appointment Reminder Service An application with the ability to automatically provide a minimum of 600,000 outpatient appointment reminders annually. Appointment reminders must be able to be made via automated calls, SMS or calls from the Health Boards contact centre. Option 2 - Major Incident/Other Alerting System An application with the ability to automatically generate calls to a pre-defined list of recipients through the mediums of SMS, mobile and land line numbers with pre defined choice of messages and (pre-recorded) Voice Messages