THE CHALLENGE North Bristol NHS Trust prides itself as an organisation which provides services of exemplary quality in all aspects of the trust—including the hospital contact centre. The trust’s IT Switchboard Service Team comprises 20 operators responsible for providing 24/7/365 call processing and messaging support to staff, patients, and visitors. The operator console solution the trust was using to process calls did not have integration with various hospital directories. When changes were needed, this meant multiple directories needed to be updated and often resulted in inaccurate information. North Bristol NHS Trust’s directory only allowed operators to search for one field at a time, leading to longer wait times for callers. Additionally, the solution did not contain reporting

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