Careline Support Enhances Call Handling with CareNet EVO

The solution and result

Careline Support transitioned to Appello’s CareNet EVO platform, working closely with Appello’s team to ensure a smooth implementation.

Operators contributed to the platform’s design, ensuring it was built from their perspective. CareNet EVO introduced a more intuitive interface, enhanced reporting features, and the ability to manage calls more effectively, including support for new services like out of hours sales enquiries.

The platform’s real-time data accessibility, integration with AppelloSBR, and tailored features improved operational efficiency and customer experience significantly.

“We really valued that Appello listened to our operators and seniors, who talked about their experiences and how the platform can support them in their role. We were pleased to see some of those recommendations incorporated into the final version of CareNet EVO.

 All information is cleverly laid out on the screen in one place, such as keywords, device notes and accessibility of parked notes and note taking live on calls.

The platform also recognises if a phone number is a contact of one of our owners. When a call comes in, we can give more personalised greetings to callers, therefore an improved customer experience."

- James Knight, Monitoring Services Manager, Careline Support

Find out more about CareNet EVO

Appello’s CareNet EVO is a cutting-edge digital call handling platform designed to improve efficiency, operator experience, and customer satisfaction. With intuitive navigation, real-time data accessibility, and seamless integration of digital and analogue systems, it empowers organisations to transition confidently into the digital era.

CareNet EVO continues to evolve, offering ongoing developments to meet the changing needs of Technology Enabled Care providers. Backed by Appello’s expertise, it is an ideal solution for organisations seeking to deliver reliable and forward-thinking call handling services.

Learn more