Creovai helps STARS handle crisis response services

The challenges Creovai solved for STARS

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 center or the public safety telecommunication space that met the diversity of their services or the customized nature of their Vigilant Emergency Communications Center.

They chose Creovai Agent Workflow because they needed a system that would:

Provide flexibility

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

Connect to external systems

STARS required a solution to help agents manage the diversity across their client base and reliably connect with various external systems.

Capture essential data

Another crucial requirement for STARS was a tool that came with the ability to capture essential data related to various emergency events.

Providing a consistent journey

Without overcoming the above (and other challenges), STARS found it difficult to provide their customers with a seamless and consistent journey during every call.

The connectivity of Creovai Agent Workflow

STARS made the decision to implement our dynamic agent guidance platform 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.

With 34 agents and various services, the structure of STARS contact center has become increasingly complex with systems dependent on the functionality of one another. It’s crucial the center is online all of the time. Creovai 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.