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Next Generation Policing

Public Safety Answering Points (PSAPs) require software-driven solutions that will empower their staff without burdening them with information overload. 999 and 101 is a collaboration of services and multimedia sources which must be managed as a unified call flow.


Empowering communications to transform operational policing

Today’s communication technology enhances our lives in many respects, and the systems that serve our emergency needs must also have the same capabilities and operational enhancements. These new capabilities are known as Next Generation Emergency Services. Unify’s approach to 999 and 101 harnesses the power of our carrier-grade VoIP switch, advanced multimedia routing schemes with a configurable and adaptive application layer.

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Introducing OpenScape First Response for Next Generation Emergency Services

OpenScape First Response allows emergency calls can be placed and responded to via text message, video, and social media in addition to traditional voice communication. As a result, citizens have the ability to request emergency services through both traditional and new media, providing the communication pathway to the public which will enable the most effective and efficient method of contacting 999/101.

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A simple, powerful and configurable interface

We have developed a feature-rich user interface to address existing 999 communication processes and, as new media types become prevalent, provides a single application layer for emergency and non-emergency contact according to rules, skills or content-specific policies. And, to minimise impact on call takers, OpenScape First Response provides a customisable layout mirror what users are familiar with in their current system. This decreases the training time and ensures ease of transition.

“Emergency 999 calls are our number one priority. This means we need guaranteed performance and scalability from our infrastructure. We cannot have technical failures impacting our service to the public, and we are extremely impressed with the reliability and resilience of the OpenScape Contact Center. Unify faultless support was essential to the success of the project. The professional changeover was essential, as an emergency service can’t have any periods of outage or disrupted services.”

Tracey Cook, Public Service Centre Manager for South Wales Police

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The benefits of OpenScape First Response

OpenScape First Response provides an intuitive, unified desktop that provides enhanced situation responsiveness. It leverages video and data, allowing first responders to share live footage with the control centre, or with other colleagues en route. This provides a much more accurate picture of an emergency situation -- reducing incident response times by using a multitude of potential data sources for incident command. From receiving and processing multimedia emergency contacts, to using location-based services to pinpoint the exact location of an emergency situation, and establishing real-time visual assessments using available surveillance cameras, OpenScape First Response is the foundation for more responsive public safety and protection.

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