TeleCare is a socio-sanitary service aimed primarily at elderly people, people with disabilities, those living in situations of uneasiness or in isolation, with the aim of facilitating the conduct of a serene and safe life at their own home.
Unicontact Telecare is the next-generation Telesupport solution for receiving alarm messages and delivering social health communication services, integrated with Necsy UniContact, the Unified Communications platform developed by Necsy for the organization of Contact Center.
The Contact Center for Alarm collection and Teleservice
Necsy Unicontact Telecare allows you to organize your Contact Center to operate as a Alarm and Teleservice Operations Center, offering social, health, comfort, monitoring and teleservice services, mainly for older and/or self-sufficient people.
They are services that improve the quality of life not only of the assisted but also of their families, allowing anyone in a discomfort, even temporary, to continue to live serenely and safely in their home.
The Operations Center leverages all of the UniContact Contact Center features by managing the queue policy and the allocation logic of an evolving Contact Center based on skill-based routing, both for spontaneous alarm calls and for periodic testing.
Access to services is reliable and simple for anyone, because it uses one of the most familiar home appliances: the phone.
The center is able to offer any assistance support, answering on a 24-hour call but can also offer a teleconferencing service by providing a regular telephone call and programming with specialists who follow a predefined schedule for each user.
The Technology
UniContact TeleCare brings together the technological expertise of next-generation real-time communication systems (SIP protocol, WEB-oriented architectures) and Necsy’s experience over the years thanks to close collaboration with leading companies in Italy in the provision of Alarms and Telesoccorso services.
UniContact TeleCare adds the features of the UniContact multimedia communication platform (basic telephony, instant messaging, fax management, conferencing, IVR, ACD) to the features of a Telesupport and Teleservice facility, enabling integrated control of the main alarm devices available on the market, on the other hand, an immediate interface with the Teleservice software applications or with the databases to which the user and plant management is charged.
Necsy UniContact TeleCare is a fully-managed software that can be managed in real-time through a full web-based utility that makes it possible to create a scalable and modular telesupport, with distributed and fault tolerant architecture, particularly suited to reliability and service continuity expected from any “mission-critical” context.
Receiving and decoding Alarms
UniContact Alarm Receiving Unit TeleCare is a multiprotocol Decoder that supports the major vendors’ Alarm devices by implementing standard communication protocols used in both the socio-sanitary and civil sectors (Scantronic, CPC Attendo, ContactId). The decoding function, completely software, is structured to allow new protocols, including owners, to be included.
For each alarm received, an “alarm ticket” is created “on the fly” with date/time, competence center, calling device, called number, device features, immediately highlighted on a special interface, then processed and archived (also in paper form ). The module then manages the acknowledgment of the type of alarm, separating the technology from the hands-free type, for which the switch to operator is expected.
Alarm management and notification
The Necsy UniContact Alarm Management Unit TeleCare is responsible for receiving the call from the alarm-generating device and interoperating with the Telesoccorso management system that manages the User/Installer registry and the Alarms database . The Alarm Management Unit also saves the alarm information (user id, alarm code, etc.) within the Call Detail Record (CDR) associated with the received phone call.
Handsfree assignment to the operator
In managing hands-free alarms requiring call forwarding to an operator, UniContact TeleCare leverages all Contact Center platform capabilities, leveraging the queue policy and skill-based routing logic of the UniContact platform, ACD multimedia. If TeleCare management system is not reachable on the network, the Alarm Management Unit forwards the alerts received directly to the backoffice organization by displaying them by means of a dedicated alarm dashboard.
Operating via WEB
Administrators, supervisors, and operators of the various centers interact with the system through convenient WEB interfaces, which can be used by any networked PC with their own account.
The enabling status of the alarm reception centers and the maximum number of concurrent competing alarms are displayed and managed in real-time via a dedicated web dashboard, as well as the operator’s call handling capabilities by the operator (response/background, transfer, etc.) are via commands available on the UniContact Communicator multi-line softphone interface.
The heart-bit connection functions are also managed to periodically check the reachability of the management system and handle emergencies as a consequence.
Architecture
UniContact TeleCare is fully modular, both functional and dimensional, and leverages the features of UniContact platform communication infrastructure. It can therefore interfacle through appropriate Media Gateway SIP to the traditional PSTN network (with analog and/or BRI and PRI EuroISDN digital), but also to next-generation SIP (Next Generation Networks) WAN-IP networks.
Available also as stand-alone (PC TeleCare)
Made from UniContact TeleCare, which inherits the SW and functional features of alarm reception and management, PC-TeleCare is the simplest and most cost-effective solution for creating a full-featured TeleCare system that can be managed from one workstation.
PC-Telecare interfaces to the PSTN network both with analogue lines and through the Euroisnn BRI, and is integrated with the Teleservice management system that manages the User registry and the Alarms database.