The Problem
Need for extremely fast operations
For a first‑aid association, call handling cannot afford delays or complex steps.
Difficulty in visually managing priorities
Without a color‑coding system, it was difficult to instantly distinguish critical calls or identify the origin of contacts from different directories.
Limited queue management capabilities
The switchboard required greater flexibility in managing call flows.
Fragmented call control
The operator needed a single interface allowing all actions (answer, hold, assisted transfer) without navigating through multiple screens.
The Solution
Centralized management interface
Development of a dedicated dashboard that works alongside Wildix Collaboration, allowing operators to view and manage all incoming calls from a single screen.
Custom keypad and quick‑action buttons
Implementation of an optimized keypad for immediate actions, including a dedicated button for direct calls to 118.
Color‑coding system for calls
Creation of a visual logic that highlights emergency calls in red and differentiates contact origins with specific colors based on their directory.
Advanced queue and parking management
Introduction of features to re‑queue calls or move them to a dedicated “parking” area, facilitating teamwork and shared emergency handling.
The Benefits
Reduced response times
The intuitive interface and dedicated keypad allow operators to handle calls with extreme speed, a crucial factor in a first‑aid context.
Immediate priority identification
Thanks to specific color coding for directories and red highlights, operators can instantly identify emergency calls, reducing the risk of error.
Smooth collaboration between operators
Advanced queue and parking management allows the team to share and coordinate calls, ensuring that no request is lost.
User Experience & Workflow
Highly responsive intuitive layout: the interface is designed to reduce the operator’s cognitive load. Fewer visual distractions and emphasis on essential commands during emergencies.
Real‑time synchronization: every action performed on the dashboard is instantly reflected across the entire response group, ensuring that every colleague always knows which calls are being handled or are on hold.
Frictionless Workflow: removing dropdown menus in favor of a “one‑click” keypad turns complex processes into immediate actions.
Emergency Visual Management: the strategic use of colors is not just aesthetic but acts as a priority visual alert system, allowing the brain to react even before reading the number on the display.
Our collaboration with Croce Bianca Alto Adige
Croce Bianca Alto Adige, the Provincial First‑Aid Association Croce Bianca Onlus, needed a switchboard capable of fast and intuitive call handling. So we customized Watchassistant by creating a dedicated UI Dashboard alongside Wildix Collaboration, enabling full use of its features and delivering a cutting‑edge control interface.
Complete management of inbound calls