Call Center Scheduling: Cassidian Intros Management Information System for 9-1-1 Call Centers

Cassidian Communications has recently introduced the latest release of the company's next generation management information system (MIS), Aurora 2.0 to improve 9-1-1 call center management and scheduling. The solution includes new features and enhancements that improve performance and are designed to create a more efficient call center and improve decision making in single and multi-site 9-1-1 call centers.

The Aurora 2.0 solution's functionality for hosted 9-1-1 call centers, such as with Lake County, Ind., allows for consolidated reporting across multiple call centers. Managers can then segment the data for each site to protect secure information on a single computer telephony integration (CTI (News - Alert)) platform collected and reported through an Aurora 2.0 server.

"The new Aurora 2.0 solution has benefits for both the call takers who use the software on a daily basis and the management team that needs to report on call metrics and staffing levels," said Jeff Cicillian, 9-1-1 Director, Lake County, in a statement. "The call takers like the redesigned user interface, as it's more responsive and they can tailor the desktop for their specific needs. I like this latest version as it allows me to analyze our call center data from all our sites in a more concise and customizable manner."

Aurora 2.0 also offers several 9-1-1 specific key performance indicators (KPIs) to measure call center performance including a numerical rating of how a call center, call taker or asset is performing.

"Whether your agency has one call center or is responsible for multiple call centers, the Aurora 2.0 solution can be customized to provide you with the metrics needed to accurately report on your center's performance," said Dave Wilson, product line management director, Cassidian Communications.

Additional features of Aurora 2.0 include normalizing categories for filtering of reports; simplified ad-hoc reporting; improved responsiveness and reporting capabilities with Microsoft's (News - Alert) Analysis Services; the ability to have a single Aurora server at a local site when only a single backup site's information is being collected; multi-site involvement of calls with complex scenarios; and advanced reporting options.

The 18 public safety answering points and one Mobile Command Center in Lake County are equipped with 57 call taking positions in order to field over one million calls annually. Each site is equipped with the Sentinel Patriot (News - Alert) call processing solution, the ORION Vela mapping solution and the Aurora 2.0 solution.

Edited by Carrie Schmelkin