Magen David Adom:

Magen David Adom (emergency number 100), the national emergency medical services organization of Israel and a longtime customer of the Coral, chose Tadiran’s Composit Contact Center for its mission critical project. 

The project, which broke many records for a rapid “time to market”, consists of a 70 agent and 30 IVR line contact center that will service all public schools nationwide in the event of an emergency.

The Composit’s Smart Bar application was successfully integrated with the customers CRM system providing the agent with one user friendly screen. These agents need to think and act quickly and this integration was one of critical importance. 

Another major contributing factor to the selection of the Composit is its’ “high availability” capability (fault tolerance) for the service representatives and IVR,insuring 100% “up” time. The Agent's hot-backup capability ensures that he or she will always be connected, and a caller-agent call will never be disconnected. This capability automatically connects the agent application to a backup server in failure situation.

Redundant IVR servers ensure that the contact center wills always be available.