Avaya Case Study: 9-1-1 and Beyond

Overview

9-1-1, 3-1-1, the Mayor's Call Center, and other agencies in the District of Columbia operated on separate and disparate communications platforms. By 2004 the existing structures and technologies needed to be upgraded and consolidated in a way that could support best practices for responding to both emergency and non-emergency citizen needs. The District developed a plan for consolidating all public safety and non-public safety communications with a common technology. IBM received the commission and partnered with Avaya for the call center ACD/PBX and telephony systems. The Avaya telecommunication solution includes: automatic call distribution and intelligent work-stations, computer-aided dispatch, and digital voice logging.