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Appello, a technology enabled care services (TECS) provider, has won the top award for its CareNet emergency call handling platform at this year’s UK Contact Centre Forum (UKCCF) awards.

Recognised for the influential role it plays in moving the telecare sector forward in a time of digital transition and for the vast improvement it enables in ensuring emergency calls are received quickly and efficiently, CareNet scooped the top prize under the ‘Best use of Technology’ category at the UKCCF awards.

CareNet, a digital emergency monitoring platform for the management of telecare, telehealth, and lone worker services, connects older and vulnerable people in need of emergency support to call handlers based in Appello’s digitally enabled monitoring centre.

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The digital platform enables the connection of these life critical calls much faster than traditional analogue telecare, with calls reaching Appello in three seconds and with two-way, clear speech. Interface improvements in CareNet also present vital information to the call handler to aid effective triage of each call.

The UKCCF ‘Best use of Technology’ award recognises the best in British contact centres or a customer service operation that has achieved outstanding results through the innovative use of technology in the last year.

It is judged on the technology’s ability to meet client experience targets, improve access to its services, reduce client effort, and improve employee engagement and enhance productivity.

On winning the award, Tim Barclay, CEO of Appello, commented: “We are absolutely thrilled to win this year’s UKCCF Best use of Technology award. In an emergency situation every second is critical and we’re extremely proud to have created a platform that can have a huge impact on the lives of our customers.

“Our business is underpinned by both technology and people, and we would have been unable to achieve this award without our brilliant staff and call handlers who work extremely hard every day with this life saving platform.

“This is great recognition for the work that everyone at Appello does every day. It is also testament to the way we work with suppliers like our platform provider ZephyrTel a to customise their offerings to make them best-in-class for our customer’s needs.”

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