As UK police forces navigate the rapidly evolving digital landscape, the partnership between Genesys and Cinos emerges as a beacon of innovation, offering critical communications solutions that align seamlessly with the National Policing Digital Strategy 2020-2030. This collaboration brings together Cinos’s expertise in robust, compliant cloud telephony and Genesys’s advanced digital-first customer experience technologies, creating a powerful toolkit for modern policing. 

Tackling Today’s Policing Pain Points 

The journey towards digital transformation isn’t without its challenges. Let’s explore some of the key pain points facing UK police forces today and how the Genesys-Cinos solution addresses them: 

  •  Outdated Communication Systems

Many forces are grappling with legacy telephony systems that are approaching the end of their natural life. Government “cloud-first” and “internet-first” initiatives are steering forces in a new direction for them, placing ‘999’ and critical calling into the cloud. The Genesys-Cinos cloud-based platform offers a modern, scalable, UK-sovereign solution with tiered resiliency that ensures reliable, always-on communication for ‘999’ and critical calls while paving the way for future innovations. 

  •  Evolving Demand for Emergency Services

With rising call volumes and changes to public demographics, police forces need smarter ways to manage demand. The AI-powered capabilities of the Genesys-Cinos solution help prioritise and route calls more effectively, offer interactive digital contact channels to reduce load on the phone queues, use AI and NLP to identify and handle interactions from non-native English speakers, ensuring that critical incidents receive immediate attention. 

  •  Data Silos and Lack of Integration

The strategy emphasises the need for better data sharing and integration. For UK police forces, to make better decisions they need better and faster access to information. The open standards approach of the Genesys-Cinos platform allows for seamless integration with existing systems, breaking down data silos and enabling a more holistic, end-to-end view of operations. 

Real-World Use Cases: Bringing the Strategy to Life 

Let’s explore how the Genesys-Cinos solution can address specific use cases outlined in the National Policing Digital Strategy: 

  • Enhanced Public Engagement

The strategy calls for “new digital methods of contact and investigation”. The Genesys-Cinos omnichannel approach allows citizens to engage with police services through their preferred channels, whether it’s voice, email, web chat, or social media. This not only improves accessibility, but by expanding digital contact channels in this way, it helps reduce the volume of calls in the urgent call queues, allowing citizens to self-serve and officers to focus on the tasks that need their attention. 

  • Intelligent Call Handling

Imagine a system that can automatically prioritise calls based on urgency, route them to the most appropriate responder, and even provide real-time language translation, to quickly identify the caller’s chosen language. The AI capabilities of the Genesys-Cinos solution make this a reality, aligning perfectly with the strategy’s aim to “address harm” more effectively. 

  • Empowering the Digital Officer

The strategy envisions “digitally-enabled officers”. AI and chatbots provide the ability to handle simple queries without the need for human intervention, freeing up more time for officers. What’s more, with the native digital integrations capability of the Genesys-Cinos solution, officers handling incidents can access critical information and communication tools on the go, enhancing their ability to respond quickly and effectively to incidents. 

  • Data-Driven Insights

By integrating communications with back-end systems, the Genesys-Cinos platform enables forces to “extract value from data”. This could lead to better resource allocation, improved predictive policing, and more informed decision-making at all levels.  

  • Reliable 999 Communications

Our UK sovereign, geo-redundant cloud infrastructure is highly resilient, offering 99.999% availability and fully certified for handling Police and Government communications. When the public contacts you, you can be sure that the call will connect and any data collected by your police force remains private and secure. 

 The Road Ahead: A Partnership for Progress 

As we look towards 2030, the partnership between Genesys and Cinos offers UK police forces a clear path forward. By addressing current pain points and enabling new capabilities, this collaboration is helping to turn the ambitious vision of the National Policing Digital Strategy into reality. 

The future of policing is digital, and it’s happening now. With solutions like those offered by Genesys and Cinos, UK police forces can not only meet the challenges of today but also build the foundations for a more responsive, efficient, and citizen-centric police service of tomorrow. 

Are you ready to be part of this exciting transformation? The digital future of policing is calling – it’s time to answer. 

Want to know more about transforming citizen engagement in the digital age? Read this guide – Smart Policing: Innovative Approaches to Call Handling, Data Leveraging, and Citizen Engagement.