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IP based emergency call centre for Indiana emergency services

Amcom Software : 13 January, 2010  (Application Story)
Indiana has gone for next generation call handling for its 911 call centre with Amcom Software enabling them to handle IP, wireless, landline and SMS emergency calls with faster response times
Amcom Software has announced that Adams County, Indiana is successfully fielding 3,500 calls monthly with the Amcom 911 call centre solution. Running the Amcom system on an underlying next-generation 911 (NG911) IP network now enables Adams County to shave precious seconds off the connection time for each call, speeding response times.

The team at Adams County incorporated an internet protocol (IP)-based network not only to handle 911 calls from wireless and IP phones, but also to accept calls from landlines. This forward-looking infrastructure effectively prepares them to handle anticipated changes in the way people contact 911, including the use of 911 text messages and videos.

"The combined Amcom 911 call centre system and underlying IP network has taken the inefficiency out of the process for managing and responding to 911 calls," said Patrick Norton, IT Manager, Adams County, Indiana. "We're now able to provide faster assistance to each caller while positioning our centre to incorporate functionality such as accepting text and video messages down the road."

"With the advances in IP and wireless technology taking place, there is a seismic shift happening in the way 911 calls need to be handled," said Chris Heim, CEO, Amcom Software. "The technology behind the scenes has to exchange information quickly to allow for fast response to the caller's exact location. Adams County is clearly ahead of the game in its combination of our solution with an IP network."
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