Emergency control room response times to benefit following NEC Software Solutions partnership with Mitel

In a 999 environment every second counts. The integrated platform provides a single real time view of the availability of both contact handlers and dispatchers to ensure 999 calls are always transferred to available control room staff with the appropriate skills avoiding the need to re-route and re-present emergency calls, as well as unnecessary delay in the time taken to handle those calls.

The agreement combines the capabilities of NECSWS’s Control Room solutions with Mitel’s OpenScape Secure Cloud voice and omnichannel contact centre platform, which was inherited through Mitel’s recent acquisition of Unify, providing call handlers with detailed caller history and location information to ensure the most appropriate response.

It allows the supervisor to better understand call demand in real time and act decisively to meet that demand, as well as providing richer insights into call performance trends enabling improved operational strategic decision making.

With this technology, police and other emergency services have the ability to better manage their call performance and meet the mandatory ten second target response time for 999 contact handling. It also helps increase capacity to respond to contact from the public who report crime via digital and social media channels. Control rooms can divert a greater proportion of 101 calls to alternative channels (SMS, chat, email and social media) and thus reduce call waiting times and call abandonment rates.

Paul Eggleton, Product and Business Development Director NECSWS said, “The demand on control rooms is increasing and the way the public expects the police and other emergency services to meet their needs is changing. The partnership with Mitel will support staff to meet the needs and expectations of the public by modernising the emergency control room response to make every contact count.”

Stuart Aldridge, Head of UKISA at Mitel said, “We are delighted to now have a robust collaborative partnership in place. Strong integration between the NECSWS and Mitel portfolios will provide our Blue Light customers a holistic proposition leveraging the many strengths and experience of both organisations. I am excited to see our progress in this sector and look forward to celebrating many joint successes.”

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