“Our
experience with Co-nexus was extremely enjoyable.
Their professionalism and ability to analyze
our needs were matched only by the solution
they provided. The cxm® system is the perfect
product for us. It freed our people from spending
all their time looking for calls and allowed
us to get back to protecting and serving the
people of New York City.”
— Luis
Mattelana,
NYC Fire Department
opportunity
The New York City Fire Department operates the city's emergency medical services. During 911 responses, ambulance crews frequently call the hospital to confer with the physician on call. These calls are recorded for quality monitoring documentation and legal issues in the event a patient refuses medical service. The NYC Fire Department used a reel-to-reel tape system to record every incoming call. Although the previously installed reel-to-reel system recorded calls, it was an arduous process attempting to locate a specific interaction.
solution
cxm® enabled the NYC Fire Department to record all incoming calls, including those involving patients who refuse medical service. Further, the new cxm® system allowed any authorized individual to quickly retrieve calls from any p.c. on the network.
results
With the NYC Fire Department's earlier system, it would take days to locate a
particular call. cxm® speed and accuracy in retrieving calls saves the department a significant amount of time, effort and money.
For more information about the
New York City Fire Department go to www.nyc.gov/html/fdny
