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A proposed unified platform for Brunei’s 141 and 121 public hotlines
A government ministry in Brunei sought to bring hotline calls, case tracking and supervisor oversight together in an automated response environment.
Client
Challenge
Manual handling made it difficult to track enquiries and cases consistently across the two hotlines. Supervisors had limited real-time visibility into call status, agent activity and response progress, while fluctuating call volumes placed pressure on routing and availability.
The ministry needed a structured way to direct callers to available agents with the right skills, manage callbacks and monitor service quality. The contact-centre environment also required dependable power and communications, controlled facility access and capacity for future growth.
The ministry needed a structured way to direct callers to available agents with the right skills, manage callbacks and monitor service quality. The contact-centre environment also required dependable power and communications, controlled facility access and capacity for future growth.
Solution
BCT, through Comquest, designed an Emergency Response and Contact Centre solution built on the Ameyo platform. The proposed setup would centralize the 141 and 121 hotlines and support nine agents and two supervisors. It combined call handling, oversight and supporting infrastructure in one delivery scope.
1
Interactive voice response, automatic call distribution and routing by agent availability, skills and customer priority.
2
Inbound and outbound call management, including manual, preview and automated dialing, plus automated and agent-scheduled callbacks.
3
Call recording, voice logs, agent scoring, quality management and real-time monitoring through web interfaces and a supervisor mobile application.
4
Dashboards and operational reports for queues, agent activity and service performance.
5
PSTN connectivity, IP phones and headsets, firewall and secure IPsec connectivity, UPS backup, door-access control and attendance management.
The proposal offered hosted and on-premises deployment options, with configuration, user acceptance testing, training and post-implementation support. The stated implementation estimates were approximately five weeks for hosted deployment and nine to ten weeks for on-premises deployment.
Impact
Once implemented, the platform is expected to give agents one environment for managing hotline interactions and give supervisors a clearer view of queues, cases and response progress. Intelligent routing and callbacks should help reduce avoidable transfers and improve follow-up when callers cannot be served immediately.
Recorded calls, agent scoring and structured reports are intended to support coaching and management review. Power backup and controlled access would strengthen service resilience, while the scalable platform and deployment choices would provide room for changing demand. These are proposed outcomes; the submission does not provide measured post-implementation results.
Recorded calls, agent scoring and structured reports are intended to support coaching and management review. Power backup and controlled access would strengthen service resilience, while the scalable platform and deployment choices would provide room for changing demand. These are proposed outcomes; the submission does not provide measured post-implementation results.
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