Cisco Cisco IPICS Release 1.0 Information Guide
Customer Case Study
passenger and employee safety,” says Fia Tauvela, senior security coordinator. “We have
no room for mistakes because someone misheard.”
no room for mistakes because someone misheard.”
●
Enable communications interoperability: The dispatcher had to relay conversations between
internal and external groups using different radio systems and telephones, causing delays
and the possibility of misunderstandings.
internal and external groups using different radio systems and telephones, causing delays
and the possibility of misunderstandings.
●
Shorten the gap between awareness and response: If someone called to report an incident,
such as a medical emergency, the staff member had to hang up the phone before using the
radio system to dispatch the response units. Enabling staff members to initiate dispatch
while the caller was still on the phone would save valuable minutes.
such as a medical emergency, the staff member had to hang up the phone before using the
radio system to dispatch the response units. Enabling staff members to initiate dispatch
while the caller was still on the phone would save valuable minutes.
●
Optimize staffing: “We wanted the ability to measure call volume, call types, wait times, and
abandonment rates so that we could plan staffing to help ensure an outstanding response,”
says Tony Wickstead, chief information officer.
abandonment rates so that we could plan staffing to help ensure an outstanding response,”
says Tony Wickstead, chief information officer.
“Using our existing IP network as the platform to unify all radio and telephone communications
channels would help to improve service levels and increase operational efficiency, not only during
emergencies but also for day-to-day operations,” says Wickstead.
channels would help to improve service levels and increase operational efficiency, not only during
emergencies but also for day-to-day operations,” says Wickstead.
“Cisco IPICS enables open communications across all of our
different groups, no matter what radio or telephone systems
they use.”
different groups, no matter what radio or telephone systems
they use.”
—Debbie White, Customer Service Manager, Auckland Airport
“Teams can come together on virtual talk groups at any time,
quickly and efficiently.”
quickly and efficiently.”
—Tony Wickstead, Chief Information Officer, Auckland Airport
“Before, when the red phone used for aircraft emergencies
rang, we had to wait until the phone was hung up to receive
instructions. Now, with Cisco IPICS, we can all hear and
begin taking action without delay. Just one or two minutes’
faster response can make a big difference in outcomes.”
rang, we had to wait until the phone was hung up to receive
instructions. Now, with Cisco IPICS, we can all hear and
begin taking action without delay. Just one or two minutes’
faster response can make a big difference in outcomes.”
—Peter Stephens, Business Analyst, Customer Services Team, Auckland Airport
Solution
Auckland Airport met its goals for increased operational efficiency and crisis management
capabilities with Cisco
capabilities with Cisco
®
communications and collaborations solutions delivered by HP, a Cisco
Certified Gold Partner, with assistance from Cistech, a Cisco Advanced Technology Partner. The
project included physically rebuilding the operations center, deploying technology from Cisco and
HP, and implementing a change management process to help the team during the transition.
project included physically rebuilding the operations center, deploying technology from Cisco and
HP, and implementing a change management process to help the team during the transition.
© 2009 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
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