Business leaders who always strive to improve customer experience already know about artificially intelligent chatbots. But bots aren’t the only solutions that make use of conversational AI. In fact, you can use conversational AI to improve CX in any communication channel. Read More >
When Americans call 911, they expect to receive help quickly. Businesses have an obligation to make sure their employees, customers and visitors have swift access to assistance in the event of an emergency. Here are three reasons businesses may want to rely on a 911 solution provider for support with fulfilling their safety responsibilities. Read More >
Many customers today still try to bypass self-service options, like an IVR, as quickly as possible. They immediately press “0” or ask for a representative, but using AI and conversational experience design (also known as conversation design) makes the self-service experience more enjoyable and successful. Read More >
Everyone is looking for an edge over their competitors, and customer experience management may be the best way to gain a competitive advantage. Studies have shown that customer experience is surpassing price and product as the most important factor for customers, so providing an exceptional experience is a smart way to stand out from the crowd. Read More >
The magic of 9-1-1 is its simplicity; just three digits that anyone can easily use to get help in an emergency. Callers don’t know–or need to know–the complexity involved in locating them, determining which agency should receive their call, and routing & delivering that call, all in a matter of seconds.
Intrado was the first emergency communications company to apply the same goal to Text-to-911. The technical challenge of sending an SMS message directly to the digits “9-1-1” and having it route and display at a PSAP was just the beginning. The FCC, Wireless Carriers and Public Safety organizations subsequently implemented a detailed and comprehensive nationwide system to help PSAPs deliver this additional life-saving service in their areas, as they were ready.
Adoption of Text-to-911 has followed a familiar pattern. “Early adopters” were the pioneers, figuring out many things as they went along; the “early majority” and “late majority” came on board as the systems and processes were standardized and proven. We are currently in what’s called the “late adopter” stage. Great progress has been made but it’s estimated that 20% of the U.S. population still cannot send a text message directly to 9-1-1.
Why is that?
Every situation is unique, but one major reason is, it’s not easy. Far from it.
Navigating the complex and interconnected world of carriers, Text Control Centers, 9-1-1 service providers and public safety is a skill possessed by very few companies with deep knowledge and long experience. And while others’ solutions claim to serve public safety, if you dig a little deeper, it’s in a very limited, outbound-only way. They don’t deliver the “gold standard” of simply getting citizens text-based requests for help directly to 9-1-1, delivering location and the ability to transfer messages as needed. Public safety agencies need to ask questions, understand the differences, and then decide what’s right for them, both short and long term.
Because if it was easy, anybody could do it.
Interested in learning about the Intrado solution—TXT29-1-1® or the Interim TXT29-1-1 solution for non-text-enabled PSAPs? Please visit us here: https://tinyurl.com/ycvaqltv
Intrado’s SVP/GM of Carrier Services recently appeared on The Michael Brown Show to discuss how Intrado is leveraging proven technology and services to provide Text-to-911 to PSAPs who are not yet text-enabled but want to be armed with life-saving technology while meeting FCC requirements. Click to view.
Resolving customer issues as efficiently as possible is a goal for any contact center. So what if you knew each caller and their intentions before they said a word? That’s why you should verify customers with automatic identification. Read More >
No one can predict when or where a serious emergency will occur. They can happen at home but also at school, in the workplace, throughout the community, and anywhere else. Regardless of where an emergency takes place, Americans expect to get help quickly if they call 911. Read More >
IVR, or interactive voice response, has been around for a long time, but these popular solutions have changed a lot in recent years. In fact, current IVR trends lead these solutions to be more like intelligent digital assistants today, rather than simple phone trees of years past. Read More >
One of the most pressing technology-related concerns in 911 today is quickly identifying the location of 911 callers. When 911 callers are at home and use a traditional landline to place a call, 911 call takers can automatically receive information about the location of the caller. However, emergencies do not always happen at home. They happen at school, work, and many other places. As a result, many of the calls 911 call takers receive pose location identification challenges. Read More >
Discussion about bots is everywhere. Some describe bots as the next best customer care solution, while some spread fear about displaced workers and robotic conversations. But customer service bots are already in wide use today, and they simplify interactions for millions of consumers every day. Read More >
