Mission Critical Partners (MCP) has announced a collaboration with Amazon Web Services (AWS) to deploy Amazon Connect in emergency communications centers (ECCs) across the United States. The initiative aims to address the severe staffing shortages affecting ECCs and the high volume of non-emergency calls they receive.
ECCs handle around 240 million calls annually, many of which are non-emergency administrative calls that waste valuable time for telecommunicators. By implementing Amazon Connect, ECCs can reduce these calls by 20 to 50 percent, allowing telecommunicators to focus on urgent matters.
MCP and AWS are working to expand the deployment of Amazon Connect to more ECCs, with 17 ECCs already using the platform successfully. The collaboration will provide project management services to accelerate the implementation process, which currently takes around six months on average.
Amazon Connect utilizes interactive voice response and chatbots to interact with callers, providing information or instructions based on keywords and custom workflows. If a caller reports a real emergency on a non-emergency line, Amazon Connect will transfer the call to a telecommunicator immediately.
MCP’s partnership with AWS aims to bring Amazon Connect to as many ECCs as possible, improving efficiency and effectiveness in emergency response. Adapted and reallocated for a broader audience, Amazon Connect offers ECCs a configurable and customizable solution to manage non-emergency calls more effectively.
MCP is a leading provider of data integration, consulting, networking, and cybersecurity solutions focused on improving outcomes in public safety, healthcare, transportation, and other critical sectors. Their vendor-neutral approach helps clients develop modernized solutions that maximize efficiency and mitigate risks. More information and career opportunities can be found on their website at www.MissionCriticalPartners.com.
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https://www.police1.com/police-products/communications/consultingservices/mission-critical-partners-amazon-collaborating-to-support-911
