ECV is responsible for answering over 1.5 million “000” emergency calls per year for metropolitan Melbourne and greater Geelong, from its two inner city call centres at East Burwood and Melbourne city. Incoming calls are assessed and directed to the appropriate emergency service for further action. As a matter of routine, all calls are recorded for later clarification, analysis and training purposes.

ECV recently published a tender calling for a new recording system to replace its legacy system installed over eight years ago. Electrodata submitted its leading edge eXperience product to cover ECV’s requirement to have recordings from its East Burwood site backed up at its city site and vice versa. After an extensive evaluation period in which all tenderers had to submit working examples of their technology, ECV awarded the tender to Electrodata.

ECV General Manager, Information Technology Services, Mr Andrew Wellwood said that ECV had received a very high standard of tenders for this project.

Electrodata’s product was seen to be the most suitable for ECV purposes and was supported by a sound research and development team. This product brings new functionality and provides an integrated platform which ECV is confident will cater for current and future needs.

“The Electrodata product also offered the value add of being Australian designed and manufactured".

Electrodata recently released its eXperience telephone logging recording technology following an Australian Federal Government assisted R&D project extending over the past three years. Designed for recording and quality assurance in call centres, financial institutions and emergency centres, this new technology is able to capture agent's screens and telephone calls and provide replay, archiving and analysis over the customer’s network or indeed over the Internet to anywhere in the world.