20 Jun Why Do We Need FirstNet If We Have NG911?

By: Jim Dundas

Strange as it may sound, I have heard this question asked more than once: “Why do we need FirstNet if we have Next Generation 911” (NG911)? Or the opposite, why do we need NG911 if we are moving to FirstNet? Although not overly pervasive, there is a perception among “some lay folks” that this is a duplication of efforts, and with it, an associated duplication of cost. So, while there is no intent to be critical nor condescending, this is an attempt at clarification.

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16 Jun Five NG911 Features That Will Help Your PSAP Be More Effective

By: Jim Dundas

Efficient customer communication is critical to the success of business and industry. Operating a business with poor customer interaction dooms it to failure. A single instance of bad call handling and disjointed call management will ruin a company’s reputation from the customer’s perspective. So many companies operating customer contact centers invest in call management applications that minimize ring and hold times, and provide a streamlined and efficient call processing platform contributing to a positive customer experience.

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25 May The Individual Impact Of Next Generation 911

By: Jim Dundas

According to the Pew Research Center, approximately 95% of Americans use cell/smart phones as their primary communications device. The demographics are:

  • 96% of males and 94% females,
  • 100% 18 to 29 years of age,
  • 99% in the 30 to 49 years of age,
  • 97% of 50 to 64 years of age,
  • and 82% for those over 65.
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24 May Have You Questioned Your Premise or Cloud Provider’s Support Services?

By: Chad Wright

I work with a lot of companies to assess their current contact center operations and offer guidance on improving service through technology and process adoption. My methodology centers on the premise of reducing customer effort. One of the most overlooked areas with deployed technology solutions is the support services provided by either the reseller or manufacturer. The gaps in post-production support contributes to projects not achieving the stated objectives and do not create an environment that makes it effortless to service your customers. What can we do different?

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17 May NG911 Implementation Mistakes (And How to Avoid Them)

By: Jim Dundas

Introducing new technology into an operational environment has many challenges. Who will manage the implementation? How should the project be organized? How do you estimate the overall level of effort? What do you do if problems are encountered? How will this new technology be accepted into the legacy work culture? What will the end state look like? How long will this technology last? How will it be supported and maintained? For those looking to upgrade their 911 infrastructure to Next Generation 911 (NG911) functionality, these are salient points to consider. 

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