Northgate’s CallTouch will be used in the control rooms of London Underground, Network Rail, Heathrow Airport’s Terminal 5, and five police forces – South Yorkshire, Thames Valley, Hertfordshire, Tayside and Dorset – to enable them to improve call-handling times, speed-up responses, and direct resources more effectively.
Control rooms and call-handling centres are often unable to join up communications and IT systems, leading to reduced efficiency and longer inquiry times. CallTouch is a fully-integrated system which enables simultaneous control of a range of communications channels, including telephone, radio, CCTV and IT systems.
In a police control room setting, operators answering calls from the public are immediately provided with on-screen details of the identity and location of callers. Using an integrated geographical information system (GIS) they can then locate, inform via radio and mobilise the nearest and most appropriate resource for any incident.
Ian Blackhurst, Managing Director of Criminal Justice & Public Safety at Northgate Public Services, said:
“In the pressurised environment of a busy control room or call-handling centre, effective communication is vital. Northgate is committed to addressing the challenges facing organisations required to manage complex communications and respond quickly to incidents.
“CallTouch gives control rooms the confidence that communications will be handled swiftly, smoothly and efficiently, helping organisations to improve their operational efficiency and encourage greater public confidence.”