Necsy UniContact® Telecare enables organizations to structure their Contact Center to operate as a Telecare and Remote Assistance Operations Center, providing social and healthcare services such as monitoring, support, and emergency response, primarily aimed at elderly or non-self-sufficient individuals.

These services improve the quality of life not only for those receiving assistance but also for their families, allowing anyone in a state of vulnerability—even temporary—to continue living safely and comfortably at home.

The Operations Center leverages all the Contact Center features of UniContact®, managing queue policies and advanced skill-based routing for both spontaneous alarm calls and scheduled test calls.

Access to services is simple and reliable for all users, as it utilizes one of the most familiar household tools: the telephone.

The center can provide full assistance support with 24/7 call response and also offer tele-support services, including scheduled phone check-ins by specialists following a prearranged calendar for each user.

Necsy UniContact® TeleCare combines technological expertise in next-generation real-time communication systems (SIP protocol, web-oriented architectures) with the experience Necsy has gained over the years through close collaboration with leading Italian companies in Telecare and Tele-assistance services.

Necsy UniContact® TeleCare extends the capabilities of the UNICONTACT® multimedia communication platform (basic telephony, instant messaging, fax management, conferencing, IVR, ACD) with features typical of a Telecare and Remote Assistance Operations Center. It enables integrated control of the main alarm devices available on the market, while providing immediate interfacing with Tele-service software applications or databases responsible for user and system management.

Necsy UniContact® TeleCare is a fully software-based solution, administrable in real time through comprehensive web-based utilities. It allows the creation of a scalable and modular Telecare Operations Center with a distributed, fault-tolerant architecture, specifically designed to meet the reliability and continuity requirements expected in any mission-critical environment.

The Alarm Reception Unit of Necsy UniContact® TeleCare is a multiprotocol decoder that supports telecare terminals from leading vendors, implementing standard communication protocols used in both social-health and civil contexts (Scantronic, CPC Attendo, ContactId). The decoding function is fully software-based and structured to allow the addition of new protocols, including proprietary ones.

For each received alarm, an “alarm ticket” is generated in real time, including date/time, responsible center, calling device, called number, and device characteristics. This ticket is immediately displayed on a dedicated interface, then processed and archived (including in paper form). The module also recognizes the type of alarm, distinguishing technological alarms from hands-free alarms, which are routed to an operator.

The Alarm Management Unit of Necsy UniContact® TeleCare is responsible for receiving calls from the device that triggered the alarm and interfacing with the telecare management system that handles user/site information and the alarm database. The unit also logs alarm details (site ID, alarm code, etc.) in the Call Detail Record (CDR) associated with the received phone call.

For hands-free alarms requiring operator intervention, UniContact® TeleCare leverages all the Contact Center functionalities of the UniContact® platform, using queue management policies and skill-based routing logic from the multimedia ACD. If the telecare management system is not reachable over the network, the Alarm Management Unit forwards alarms directly to the back-office organization, displaying them through a dedicated web alarm dashboard.

Administrators, supervisors, and operators from various centers interact with the system through user-friendly web interfaces, accessible from any networked PC with their account credentials.

The operational status of alarm reception centers and the maximum number of concurrent alarms supported are displayed and managed in real time via the web dashboard. Call handling functionalities—such as answering, background acknowledgment, or transfer—are executed through commands available on the Necsy UniContact® Communicator multi-line softphone interface.

Connection monitoring functions (heartbeat) are also managed to periodically verify the reachability of the management system and handle emergency situations accordingly.

Necsy UniContact® TeleCare is fully modular, both in terms of functionality and scalability, and leverages the communication infrastructure features of the UniContact® platform: it can therefore interface, through suitable SIP Media Gateways, with the traditional PSTN network (using analog lines and/or digital BRI and PRI EuroISDN), as well as with next-generation WAN-IP networks based on the SIP protocol (Next Generation Networks).

Developed from UniContact® TeleCare, from which it inherits the software and functional features related to alarm reception and management, PC-TeleCare is the simplest and most cost-effective solution for implementing a complete Telecare system, manageable from a single workstation.
PC-TeleCare connects to the PSTN network via both analog lines and BRI EuroISDN, and is integrated with the Telecare management system, which handles the user/installation records and the alarm database.