MCP will work to implement Amazon Connect in 911 centers
nationwide to ease their burden by triaging nonemergency calls.
STATE
COLLEGE, Pa., June 20,
2024 /PRNewswire-PRWeb/ -- Mission Critical Partners
(MCP) announced that it will be collaborating with
Amazon Web Services (AWS) to drive implementation of Amazon
Connect into emergency communications centers (ECCs) — also known
as public safety answering points (PSAPs) and 911 centers — across
the United States.
Bringing Amazon Connect to the 911
community represents a watershed moment for public safety and
emergency response. We're thrilled to work with AWS and look
forward to bringing Amazon Connect into as many ECCs as possible
nationwide.
An acute staffing shortage is afflicting ECCs from coast to
coast. According to the International Association of Emergency
Dispatch (IAED), the average vacancy rate is about 25 percent.
Adding to this challenge is that ECCs handle about 240 million
calls annually and many of them are placed on 10-digit
administrative lines and do not involve emergencies. Rather, they
are placed to report incidents like trees felled by a major storm
and traffic lights that aren't working or to get information about
local events. Regardless of how they arrive at an ECC,
telecommunicators must field these calls, which wastes precious
time and prevents telecommunicators from doing what they have been
trained to do.
By working with AWS, MCP aims to significantly increase and
enhance the deployment of Amazon Connect across a broader spectrum
of ECCs, ensuring more widespread adoption. Currently, 17
early-adopter ECCs have deployed Amazon Connect and are using it in
this manner. The results have been astounding, with a 20 percent to
50 percent reduction in nonemergency administrative calls being
answered by telecommunicators.
"Bringing Amazon Connect to the 911 community represents a
watershed moment for public safety and emergency response," said
Darrin Reilly, MCP's president and
chief executive officer. "Anything that prevents a telecommunicator
or a 911 trunk from being tied up needlessly is a great outcome.
We're thrilled to work with AWS and look forward to bringing Amazon
Connect into as many ECCs as possible nationwide."
By working with AWS, MCP will provide project management
services with the ultimate goal of accelerating the ECC's
implementation process and assuring it aligns with the ECC's goals.
Today, the average implementation process is approximately six
months. MCP will provide the following implementation services to
help shorten that timeframe:
- Amazon Connect setup configuration
- Data analysis
- Workflow identification and implementation
- Evaluation and fine-tuning of workflows for optimal
success
The way that Amazon Connect works is that when someone dials a
nonemergency number, they immediately enter an interactive exchange
with a chatbot, which leverages interactive voice response to
"listen" to the caller and then formulate responses based on what
it "hears." The ECC, now with MCP's support, will preprogram those
responses based on specific keywords and custom workflows — Amazon
Connect is completely configurable. The caller will receive the
information they're seeking or instructions regarding what to do
next, which might include a link that will transport the caller to
the entity best suited to assist them.
It's important to note that if someone dials a nonemergency
number to report an actual emergency, Amazon Connect will transfer
the call to a telecommunicator immediately when it recognizes
specific keywords.
About Mission Critical Partners (MCP)
Mission Critical Partners (MCP) is a leading provider of data
integration, consulting, network, and cybersecurity solutions
specializing in transforming mission-critical communications
networks into integrated ecosystems that improve outcomes in the
public safety, justice, healthcare, transportation, and utility
markets. Our comprehensive experience and vendor-agnostic approach
helps us develop modernized solutions for our clients to maximize
value and create optimal efficiency while mitigating risk.
Additional information and career opportunities are available at
www.MissionCriticalPartners.com.
Media Contact
Alex Oltmanns, Pipitone, 1
4123210879, aoltmanns@pipitone.com
View original content to download
multimedia:https://www.prweb.com/releases/mission-critical-partners-amazon-collaborating-to-support-911-302178221.html
SOURCE Mission Critical Partners