Yet many of America ' s emergency call centers or public safety answering points( PSAPs) operate on infrastructure that predates the smartphone / internet / social media era.... MOST 911 SYSTEMS STILL RELY ON THE SAME BASIC TECHNOLOGY THAT POWERED EMERGENCY COMMUNICATIONS IN THE 20TH CENTURY.
EMERGENCY CONTACT CENTERS
BY D. JEREMY DEMAR, INTRADO
ILLUSTRATION PROVIDED BY ADOBE STOCK
WHY NG911 IS NO LONGER OPTIONAL BUT PROVIDING IT STILL FACES TECHNOLOGY, INSTITUTIONAL CHALLENGES.
Every second counts in emergency response. And public expectations for emergency services have evolved dramatically.
• Today’ s citizens expect emergency services to match their modern digital communication experiences, demanding faster response times and enhanced service capabilities.
• Accessibility requirements have become increasingly important, with a growing emphasis on serving all members of the community effectively, including those with disabilities and different communication needs.
22 CONTACT CENTER PIPELINE
At the same time, cybersecurity concerns have emerged as a crucial issue. Modern security protocols are essential to protecting critical emergency communication systems from evolving threats. Enhanced data protection measures, better system monitoring capabilities, and improved threat response mechanisms have become non-negotiable requirements for emergency communication infrastructure.
Yet many of America ' s emergency call centers or public safety answering points( PSAPs) operate on infrastructure that predates the smartphone / internet / social media era.... MOST 911 SYSTEMS STILL RELY ON THE SAME BASIC TECHNOLOGY THAT POWERED EMERGENCY COMMUNICATIONS IN THE 20TH CENTURY.