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9 Oct Misconceptions About the Virginia Statewide NG9-1-1 Contract

By: Suresh Gursahaney

As States finally begin to adopt the Next Generation 9-1-1 (NG9-1-1) standards, I am surprised at the amount of disinformation spreading around the Public Safety Answering Point (PSAP) community. Most notable is the recent article in The Free Lance-Star in Fredericksburg about the Caroline County, Virginia opinions about the State-mandated 9-1-1 Services Upgrade.

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31 Aug What Comes First in Migrating to NG9-1-1

By: Faysal Tay

We learned a lot at APCO 2018 this year and had some great discussions with different people who focused on different elements of public safety. One of our interesting discussions that occurred several times was the question as to what comes first in planning for your migration to NG9-1-1. Does an ESInet need to be built first or can you move forward to a new NG9-1-1 ready call handling solution?

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24 Jul IVR capabilities Through The Years: How Does Your System Stack Up?

By: Sachin Duggal

Interactive Voice Response (IVR) systems have existed for several decades. Over time, this technology has evolved. The most advanced systems are at the vanguard of incorporating Artificial Intelligence into our everyday life. Despite the advancements in voice solutions, many companies have not updated their IVRs. Customer Service expectations are increasing. IVR modernization is a cost-effective way to keep up with demand.

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14 Mar The Race for Location Accuracy

By: Faysal Tay

The race for location accuracy to 2021 is on!

Back in 2015, the FCC passed a rule requiring carriers to deliver more accurate location data for 80% of calls by 2021. What seemed to be a pie in the sky is slowly becoming a reality.

US regulators caution that 10,000 lives could be saved each year if the 911 emergency dispatching systems were able to get to callers one minute faster.

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9 Mar Incorporating AI into Your Contact Center

By: Sachin Duggal

In the past year, there have been numerous content pieces about Artificial Intelligence (AI) and the future of work itself. While self-driving and cars and robot butlers are fascinating topics, AI's applications in customer service and customer experience (CX) are here now and are permanently transforming how customers interact with brands.

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