Case Study: Northern Devon Healthcare NHS Trust achieves 54% automated call handling and reduced switchboard strain with Netcall Converse

Reducing the Strain on the Switchboard

Northern Devon Healthcare NHS Trust was struggling with a swamped switchboard—handling up to 2,000 calls per day with callers waiting as long as four minutes—and outdated paper directories that forced staff to call the switchboard to transfer calls. With around 2,500 staff unable to access voicemail across sites, the Trust engaged Netcall to deploy its Liberty Converse automated switchboard and Messenger+ messaging/voicemail service.

Netcall’s Liberty Converse uses a speech-recognition bot to route calls automatically and provides online messaging so staff can access emails, texts and voice recordings anywhere. The solution now handles 54% of incoming calls, significantly reducing pressure on operators, removing the need to recruit additional switchboard staff, eliminating costly paper directories and improving the speed and flexibility of internal communications.

Northern Devon Healthcare NHS Trust

Gill Buckler

Telephony Service Manager