Matrix's client, a key law enforcement body in Gujarat, plays a crucial role in ensuring the city's safety and security. Serving as the central hub for law enforcement, it is equipped with cutting-edge facilities and a highly efficient organisational structure designed for swift responses to security challenges.
This agency coordinates multiple enforcement departments to protect citizens effectively. By adopting advanced telecom solutions, it aims to optimise communication, boost operational efficiency, and enhance its responsiveness in safeguarding the city.
Challenge
For a law enforcement agency, prompt response and effective grievance redressal are essential. The reliability of the communication system is paramount, especially when it comes to dialing an emergency number and registering complaints. However, the previous communication system faced several challenges:
- Unrecorded missed calls: Calls that were missed were not logged, preventing attendants from returning calls—an issue of significant concern for a law enforcement agency.
- Lack of IVR/Call Waiting: If all agents were occupied with calls and a user dialed the '100' emergency number, the call would be disconnected instead of playing an IVR message until an agent became available.
- Lack of Call Routing: Calls to '100' were always directed to the first available agent, causing that agent to be overwhelmed while others remained idle. This imbalance reduced overall efficiency and responsiveness.
Solution
Matrix developed a Hybrid Communication system with a mobility application tailored for the law enforcement agency. This solution specifically targeted the challenges citizens faced when dialing ‘100’ to reach the control room, to enhance response efficiency and effectiveness.
The system was implemented in the following way:
- When a user dials '100', the call is directed through the ETERNITY GENX system to the control room, where an agent will handle the call.
- If Agent 1 is occupied, the ETERNITY GENX PBX system will route the call via the PRI line to another available agent or an open control room.
- If agents are too busy to answer, citizens calling in can leave a voicemail.
- A report will be generated for all calls, resolving the issue of missed calls not being logged.
Results
The customer had previously depended on a third-party open platform for managing complaints and faced numerous challenges. After implementing Matrix’s Hybrid Communication system, many of these issues were effectively addressed individually. For example,
- Collaboration: The unified communication solution facilitated seamless collaboration between headquarters and mobile staff via VARTA, ensuring uninterrupted call transfer and reception for users.
- Operational Efficiency: Effective call routing prevented calls from being routed exclusively to one agent, ensuring that calls were distributed among agents and maintaining overall efficiency.
- Citizen Response Time: The responsiveness to calls improved significantly, leading to a substantial reduction in call response times.
- Features Enabled: The IVR system reduced response times, and missed calls were recorded in the PBX system, effectively addressing the issue of missed call incidents.
Citizen response times have decreased, and operational efficiency has improved due to effective call routing. Matrix’s Hybrid Communication system enables the enforcement body to swiftly address citizen grievances.