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News

Computer aided call handling for emergency call centres

PowerPhone : 05 May, 2009  (New Product)
Total Response from PowerPhone designed to meet the rising expectations of people calling emergency numbers by improving the routing efficiency of such calls
PowerPhone has announced that the United States Patent and Trademark Office has issued the company patent number 7,515,693 entitled 'Call Handler Systems and Methods.'

The embodiment of the patent, PowerPhone's Total Response Computer Aided Call Handling (CACH) software application, gives 9-1-1 operators the ability to provide localized protocols and 'pre-arrival instructions' for the broadest range of emergency call types including active shootings, domestic disturbances, CPR and suicide. Further, it allows 9-1-1 centre managers and other stake-holders unprecedented insight into their emergency call handling operations.

'On the tenth anniversary of Columbine, we are reminded most recently by the tragedy in Pittsburgh, of an overwhelming need for tools that help 9-1-1 personnel assist callers and relay accurate information to responders,' said Chris Salafia, CEO of PowerPhone. 'When a citizen calls 9-1-1, they're not thinking whether they have a police, fire or medical emergency; they just need help. CACH does for the call what computer aided dispatch (CAD) systems have done for the response for years. Together they meet the end-to-end requirements from call initiation to safe and successful closure.'

While canned protocol systems have been available for years, they have typically focused more on calls for medical assistance - a small percentage of a 9-1-1 centre's call volume. Total Response is the first and only integrated protocol system designed to ensure each and every call, regardless of the incident type, is handled efficiently and according to an agency's specific requirements.

'The public's level of expectation continues to rise,' added Salafia, 'with the advent of computer aided call handling, along with our other patents pending, we look forward to assisting our customers in meeting their standard of care; better protecting callers and responders, mitigating risk, preserving evidence, and saving lives.'

The CACH solution includes extensive management tools such as real-time auditing and retrospective quality assurance, detailed call logs and a protocol builder.

Total Response is a core component behind One Number...One Protocol, PowerPhone's initiative to bring greater consistency and simplicity to public safety call-handling.
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