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MyAssist

MyAssist and West – leveraging comprehensive E9-1-1 services for added customer value. The world’s finest concierge, emergency travel and medical assistance service chooses West for their clients’ E9-1-1 needs.

Guidance, support and assistance – from anywhere, at any time. MyAssist is a unique live-agent personal assistance, concierge and telematics service for individuals as well as companies

MyAssist was created to provide around-the-clock access to experts in travel and reservation services, online research, emergency services, and medical assistance. MyAssist also offers the opportunity for companies to private label or partner with them to create a competitive advantage through innovative customer service.

THE CHALLENGE
Staying ahead of the competition

On a daily basis, the calls MyAssist receive for personal assistance can range from finding a particular pair of shoes, to reserving concert tickets, to requiring access to emergency E9-1-1 services. To offer their user base quick and efficient E9-1-1 services, MyAssist needed to find a company to help them facilitate the transfer of emergency calls to the correct Public Safety Answering Point (PSAP) while integrating seamlessly with their proprietary technology.

THE SOLUTION
Leveraging a partnership with West Safety Services

Knowing their ability to provide fast and reliable emergency solutions would place them ahead of traditional concierge and telematics services, MyAssist looked around for the best E9-1-1 solutions available to the market. They partnered with West.

Working alongside West, MyAssist is now able to offer a more comprehensive suite of services than any other personal assistance/concierge service. Because MyAssist can confidently offer emergency 9-1-1 solutions, doors have opened to new partnerships and new markets.

Providing easy technical integration to the MyAssist contact center and CRM infrastructure, as well as being a cost-effective solution based on the volume of emergency calls they encounter, PSAP Link™ solution for Telematics Providers has helped strengthen and diversify MyAssist’s suite of offerings, boosting their bottom line.

OPENING NEW MARKETS BY OFFERING CUSTOMERS PEACE OF MIND

PSAP LINK

In the event of an emergency, Telematics Service Providers (TSPs) must be able to connect their subscribers to the appropriate Public Safety Answering Point (PSAP) regardless of where they are geographically located. However, this can be challenging given the centralized location of Telematics Providers and the high mobility of subscribers.

West helps TSPs meet the challenge of E9-1-1 with PSAP Link. PSAP Link is an easyto-use service that allows call center agents to automatically transfer member emergency calls and real-time location information to the appropriate PSAP in a crisis situation. With connectivity to over 5,500 PSAPs across the US, PSAP Link ensures that call centers can connect their members to the help they need, when they need it.

PSAP Link allows TSPs to transfer 9-1-1 calls and location information to the appropriate PSAP with the click of a button, reducing emergency response times and improving subscriber safety.

SOLUTION HIGHLIGHTS

  • Delivers emergency calls to the correct PSAP anywhere across the US at the click of a button
    • Leverage your existing call centers by simply and easily adding E9-1-1 functionality
    • Compliant with NENA-recommended telematics E9-1-1 standards
    • Ensures PSAPs receive critical information, as made available by the telematics signaling device
    • Ensures calls are delivered to the PSAP, rather than non-emergency lines that are not equipped to handle 9-1-1 situations
    • Save response time and money by reducing human error
    • Fully hosted service with no hardware to purchase or manage

To learn more about PSAP Link for Telematics Providers, please look for the Solution Brief.

LOOKING AHEAD
A continuing alliance in E9-1-1 management

West will continue to work alongside MyAssist as they develop new partnerships and new markets by offering a more comprehensive suite of services than any other personal assistance service.

West is an active participant in the advancement of Next-Generation E9-1-1, contributing to the design and implementation of the NG 9-1-1 network. Our continuing involvement within the industry ensures that West will continue to be a leader and innovator in the emergency services market.

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