Call Center Scheduling Featured Article
State of Nebraska Chooses Lumen for Next Generation Emergency Call Center Operations
There are few call centers that have need of more reliability than emergency services dispatch centers. From emergency call operators to critical response technicians, these employees require a solution that is unfailingly reliable. These centers also have stricter rules when it comes to recording, location, security and accountability and reporting. Increasingly, they also need to be able to handle multimedia communications such as video, photos and text messages.
The State of Nebraska recently announced that it has chosen Lumen to help it transition to a next generation 911 platform using the company's emergency service network, IP-based software, applications and call routing services. Lumen’s NG (which stands for “next generation”) 911 solution is a high-performance platform designed for next-level, mission-critical public safety continuity.
Transitioning to Lumen's current NG911 platform will improve the delivery of emergency calls and enable Nebraska residents to contact 911 not only by making a voice call but also support sending text messages, pictures and videos, according to the state.
"Our state's new NG911 capabilities provided by Lumen will equip our first responders with more information that will help keep them, and all Nebraskans, safer," said Governor Pete Ricketts about the adoption of the Lumen solution, which will support the state’s planned transition to a next-generation emergency services model. In addition, Lumen is launching enhanced NG911 features and functionality that will provide real-time visibility into customers' emergency call management systems and enable a more robust, reliable and resilient emergency response.
The contract with State of Nebraska Public Service Commission establishes a statewide Emergency Services Internet Protocol Network (ESInet) that serves approximately 70 PSAPs, with the goal of having all seven PSAP regions connected to the ESInet by the end of 2022. The contract, which Lumen had won previously, has an initial term of five years with five one-year options.
"We know when someone calls 911, seconds count. We will be one of the few 911 network providers who can fully leverage those seconds and minutes in real time," said Sonia Ramsey, Lumen vice president for the state and local government and education market, in a statement. "When our NG911 features are implemented, we will provide enhanced routing, monitoring and visibility into our customers' emergency call systems," Ramsey said. "These enhanced capabilities will offer state and local governments and military bases yet another incentive to move to a NG911 call handling system managed by Lumen and provide better emergency services to local residents."
Edited by Maurice Nagle