State Emergency Service

Case Study: State Emergency Service

Profile

One of the largest state emergency services in Australia was looking for a way to improve its emergency communications.

Technical Issues/Challenges

A system was required which allowed quick contact with volunteer and employed members at a regional level. The public should be able to dial in and get information updates on emergencies and general information on services provided. Ideally, the system should handle decentralised administration as well as logging of all activity and selectable voice recording.

Solution

The ALERTS / Comms Centre system does all that is required. People dial in to the system and are walked through the available services by the interactive voice response menu - similar to telephone banking. The intelligent freecall service has the ability to send the caller to the correct region, or they can be directed by the IVR system. If necessary, an instant telephone conference is set up by the system to get the right personnel on the line.

Remote administration is handled easily by the central database allowing team members and configurations to be changed at will. Logging of the system is automatic and recording of all voice traffic is available on request.

Benefits

The customer not only has a solution which fits their requirements, but also a service they can on-sell to other departments to help defray the costs. The fact that the system can be used for simple dial-in conference calls also adds to its versatility.

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