West Corporation

Posted on October 5, 2020 by West Corporation 

Leveraging NG911 to Support UCaaS

Managing locations for Unified-Communications-as-a-Service (UCaaS) deployments that scale into the hundreds or thousands of phones while supporting a large at-home or remote workforce can quickly escalate to a challenging task for any enterprise or UCaaS provider. Without the right automated E911 management technology, organizations may find that migrating to UCaaS requires additional administrative resources and time to effectively manage E911 locations for all users, and to maintain compliance with appropriate federal and state laws. A cost-effective and efficient solution for simplifying E911 location management is leveraging Next Generation 911 (NG911) technology. Read More >

West Corporation

Posted on September 23, 2020 by West Corporation 

E911 Location Management: The Challenge of Shifting to the Cloud

Unified-Communications-as-a-Service (UCaaS) provides enterprises with capabilities and flexibilities that on-premises environments cannot compete with. The scalability and cost of a cloud-based solution is a logical choice for organizations looking to add more connected devices, that need to support a remote workforce, and that want to benefit from the many features that augment team collaboration and productivity. These factors have increased in importance since the rapid shift to teleworking. Read More >

West Corporation

Posted on August 24, 2020 by West Corporation 

E911 Compliance for UCaaS Environments

The great migration from on-premises phone systems to cloud-based Unified-Communications-as-a-Service (UCaaS) increased in popularity this year. UCaaS capabilities seem to solve many UC-related administration and operational burdens although challenges remain, especially when it comes to Enhanced 911 (E911). With E911 compliance being of critical importance and one of the main E911 challenges for many enterprises, here is a high-level overview of the E911 rules and regulations that apply to a UCaaS environment, and how to plan an E911 strategy with E911 compliance in mind. Read More >

West Corporation

Posted on July 10, 2020 by West Corporation 

Outcomes of Automatic Testing and AI Customer Experience | Inside CX

When someone mentions artificial intelligence (AI) or machine learning (ML), it can be difficult to tell if they’re really talking about a grand new technology or just using impressive buzz words. But in the case of customer care, automatic testing and AI customer experience bring real, tangible benefits. Read More >

West Corporation

Posted on June 19, 2020 by West Corporation 

3 Reasons Enterprises Need a 911 Solution Provider

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 >

West Corporation

Posted on June 12, 2020 by West Corporation 

7 Benefits of Using AI in Conversational Experience Design | Inside CX

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 >

West Corporation

Posted on May 29, 2020 by West Corporation 

How Customer Experience Management Gives You a Competitive Advantage | Inside CX

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 >

West Corporation

Posted on May 15, 2020 by West Corporation 

If Texting to 9-1-1 was easy…

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:

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.