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 >
Delivering Critical Data to Solve 911 Location Challenges of Smart Devices
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 Trends to Watch in 2020 and Beyond | Inside CX
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 >
911 Location Challenges in Schools and Workplaces Concern Americans
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 >
Customer Service Bots: What Are They and How Should You Use Them? | Inside CX
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 >
It’s a Tool, not an Invasion! 911 Location Identification for Alarm/Security Monitors
Data is important. Reliable data is key!
A prevalent concern throughout the public safety industry concerns subscriber data accuracy, including alarm and security monitoring. There seems to be some confusion about why there are data problems, but it may simply be a matter of misunderstanding.
Unfortunately, many people have had negative experiences with telemarketers, compromised identity issues or other privacy concerns. When alarm companies’ customer service or sales agents ask for required contact information, subscribers may not understand that the data is necessary and stored in their monitoring account to actually help their alarm company keep them SAFE.
Actionable Data for AHJ’s
The lack of actionable contact data may compromise public safety (Authority Having Jurisdiction or AHJ) response to a subscriber’s alarm activation. Here are some things to think about when processing data:
- The subscriber may have recently moved into a new property and may not provide an accurate address to the alarm company.
- Subscribers, or their legal representatives, may neglect to inform the alarm company when the phone number for their monitored location is changed.
- Company acquisitions pose an additional problem with location and contact data; subscribers may not understand HOW to update their information with the new alarm company.
- In certain circumstances, the subscriber’s address may change due to municipal realignment or renaming, annexation, incorporation, etc.
Technology for Alarm and Security Monitoring
New technology that can help alarm companies understand the address or location of subscribers is now available. Addresses are identified while an account is still new – before an alarm is activated. Additionally, the systems identify jurisdictions of police, fire, medical and PERS AHJs, supplying alarm companies with accurate data in spite of information they may have received otherwise.
Reliable technology identifies the customer’s location for the AHJ, enables the alarm / security monitoring company to contact them and improves the probability that the AHJ will respond to their alarm activation.
The Intrado Solution
Interested in learning about the Intrado solution–Emergency Response Link (ERL)—that connects alarm security monitoring agencies to reliable, actionable data? Please visit us here.
911’s Most Urgent Question: Where Is Your Emergency?
There’s a reason why the first question 911 call takers typically ask callers is, “Where is your emergency?” Quickly identifying a caller’s location is critical. It allows for rescue personnel to be dispatched rapidly to the scene of an emergency. Most 911 callers don’t realize how challenging it can be for dispatchers to determine their location. If calling from home, callers may assume 911 call takers already have the location information. Read More >
RCS Will Replace SMS: What’s That Mean for Customer Texting? | Inside CX
Not every piece of new customer experience (CX) technology has the potential to completely replace a tool most of us use every day. Yet that’s what’s possible with rich communication services (RCS), the customer texting solution that could replace SMS and MMS for good. Read More >
CX Tech Assessment: Predict Effect on Customers and Agents | Inside CX
Just as soon as technology changes, customer expectations change, too. So before purchasing new CX tech, you must run a contact center assessment to see if that technology will truly meet your goals. Read More >
Working from Home? Make Sure Your Enterprise has you Connected to 911
The enterprise working environment is changing rapidly due to the global health situation surrounding Coronavirus. Companies are asking employees to ban non-essential travel, meet customers and internal stakeholders via video collaboration platforms and, in some drastic cases, to work from home. Read More >
