How we helped STARS

Awaken helped STARS handle crisis response services

Start Your Free Trial
1

By working with Awaken, STARS has benefited from:

113,400 calls handled

Support for 34 agents

Flexibility and interconnectivity

Start Free Trial
a red helicopter ambulance in the mountains

STARS — Air Ambulance Contact Centre

STARS provides 24/7 support for lone workers across four Canadian provinces — Alberta, Saskatchewan, Manitoba, and Eastern British Columbia. In addition to this, they also manage patient care services for remote communities. Since 1985, they have conducted 45,000 missions and handled 146,000 requests last year alone.

Start Free Trial

The challenges Awaken needed to solve

STARS needed a solution to help agents manage diversity across their client base and to connect with various external systems. They initially struggled to find a system in the contact centre or the public safety telecommunication space that met the diversity of their services or the customised nature of their Vigilant Emergency Communications Centre.

STARS had previously utilised other systems before working with Awaken, but these lacked the flexibility to address the needs of their teams.

Slide-8

The connectivity of Awaken’s Intelligent Agent

STARS made the decision to implement our dynamic scripting tool due to its flexibility, both in how it manages the agent experience and helps streamline connections. Deployment made it possible to directly connect to ArcGIS Rest Endpoints, FME Web Services, SQL databases, telephone, and other data sources without building separate connectivity systems.

Start Your Free Trial
Conversional-Analytics

The value of partnering with Awaken

Awaken helped STARS handle crisis response services

“STARS made the decision to implement our dynamic scripting tool due to its flexibility, both in how it manages the agent experience and helps streamline connections. Deployment made it possible to directly connect to ArcGIS Rest Endpoints, FME Web Services, SQL databases, telephone, and other data sources without building separate connectivity systems.”

STARS

Kevin Hatch - Technology and Systems Strategist

Read the case study

With 34 agents and various services, the structure of STARS contact centre has become increasingly complex with systems dependent on the functionality of one another. It’s crucial the centre is online all of the time. Awaken has been integral in ensuring this and continues to play a role as processes evolve, meaning critically ill and injured patients across Western Canada receive the appropriate care.

Learn how we can help you

Work with Awaken to ensure a seamless customer journey

Our tailored demo process makes it possible for you to see firsthand how our products can enhance the efficiency of your contact centre. Book a free demo today to find out more.

Start Free Trial
Group 106