The Royal College of Nursing (RCN) has implemented NewVoiceMedia’s cloud-based telephony solution ContactWorld, to ensure that its members can always speak with an expert consultant regardless of any problems that the call centre encounters.

The RCN contact centre in Cardiff is a vital resource to nurses, providing advice and support on issues such as pay, working conditions, law, employment and retirement concerns, as well as specialist counselling services.

In addition to the disaster recovery function, RCN will use ContactWorld to manage incoming calls from nurses, students and healthcare professionals to its library service. All RCN members have access to the organisation’s library, currently one of the biggest specialist nursing resources in the world.

The NewVoiceMedia solution is entirely cloud-based, and can work with any phone - PBX extensions, home landlines and mobile phones - and does not require expensive hardware to operate.

Similarly, integration with other existing telephony systems is easy, allowing RCN to simply switch between its standard solution and ContactWorld within minutes via the web should an incident arise.