ICAS is a leading provider of employee support and behavioural risk management services, supporting more than 1.5 million employees in more than 700 companies worldwide. The organisation provides post-trauma employee counselling following events such as terrorist attacks and assaults on staff. The company employs in-house telephone counsellors at its Glasgow and Milton Keynes offices, as well as home-based emergency overnight counsellors. To provide more flexible work conditions, ICAS wanted to increase the use of home-based counsellors.


The BT smartnumbers service provides ICAS with intelligent call queuing and routing to voicemail, flexible working functionality and management information (MI) reporting. Additionally, ICAS can now centrally administer how calls are delivered to all office and home-based counsellors, making it easy to connect night-time callers with home-based specialists.


With BT smartnumbers, ICAS is able to deliver an improved telephone-based service by directing callers to the most appropriate counsellors. Furthermore, ICAS has access to detailed call statistics to facilitate 24/7 cover with minimal waste.

“BT smartnumbers is reliable, flexible and easy-to-use. If telephony is lost, BT smartnumbers ensures that calls are rerouted.”

Dawn Mellor

Manager, ICAS Telephone Counselling Centre