The addition of Amazon Connect to the 911 community is a significant development for public safety and emergency response. Mission Critical Partners (MCP) is collaborating with Amazon Web Services (AWS) to expand the implementation of Amazon Connect across Emergency Communications Centers (ECCs) nationwide. Currently, 17 ECCs have successfully integrated Amazon Connect, resulting in a notable decrease in non-emergency calls handled by telecommunicators.
Darrin Reilly, president and CEO of MCP, emphasized the importance of this collaboration in enhancing emergency response efforts and preventing unnecessary blockages of telecom or 911 trunks. The goal is to bring Amazon Connect to as many ECCs as possible across the country to improve public safety outcomes.
Through its partnership with AWS, MCP aims to streamline the deployment process of Amazon Connect in ECCs, ensuring alignment with their operational objectives. The average implementation timeline for Amazon Connect is typically six months, but MCP will provide project management services to expedite this process. This includes setting up Amazon Connect installation, conducting data analysis, identifying and implementing workflows, and optimizing these workflows for success.
Amazon Connect functions by enabling callers to engage in interactive conversations with a chatbot when dialing non-emergency numbers. The chatbot uses interactive voice response to interpret the caller’s needs and provide appropriate responses. ECCs supported by MCP will customize responses based on specific keywords and workflows to meet caller requirements efficiently. In cases where a caller reports a real emergency while dialing a non-emergency number, Amazon Connect will promptly transfer the call to a telecommunicator upon recognizing specific keywords.
Mission Critical Partners (MCP) is a leading provider of data integration, consulting, networking, and cybersecurity solutions, specializing in optimizing mission-critical communications networks for public safety, justice, healthcare, transportation, and public service sectors. Their vendor-neutral approach and extensive experience enable them to develop tailored solutions that enhance operational efficiency and mitigate risks for their clients.
For additional information about Mission Critical Partners and career opportunities with the organization, visit www.MissionCriticalPartners.com. For media inquiries, please contact Alex Oltmanns at [email protected]
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https://www.prweb.com/releases/mission-critical-partners-amazon-collaborating-to-support-911-302178221.html
