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White Paper: Six Communication Best Practices for Transitional Care Management

Learn which six communication best practices are at the heart of every thriving TCM program, including key strategies and tactics for enabling robust communication throughout the continuum of care; complying with CMS’ TCM guidelines; and the role of automation in patient outreach and improved provider workflow.

State-by-State E911 Legislation Summary Download

Does your state have E911 legislation? What about the other states where your enterprise operates? We did the heavy lifting for you, consolidating all state E911 legislations in a single location, with excerpts from and links to the legislations.

States with E911 Legislation

We recommend that you download this state E911 legislation document if your enterprise operates in any of the following states:

  • Alaska
  • Arkansas
  • Colorado
  • Connecticut
  • Florida
  • Illinois
  • Kentucky
  • Louisiana
  • Maine
  • Maryland
  • Massachusetts
  • Michigan
  • New Hampshire
  • Oklahoma
  • Pennsylvania
  • Tennessee
  • Texas
  • Utah
  • Vermont
  • Virginia
  • Washington

The State-by-State E911 Legislation Summary has been compiled by West, and contains text extracted from state E911 legislation as available online. It is current as of November 2, 2017; this document is not intended to replace your local and state authorities and legal advisors, and West recommends that you work with them to determine how your organization can best comply with the applicable E911 regulations.

E911 UCaaS Solution for Cisco Hosted Collaboration Solution (HCS)

Many enterprises today are making the strategic decision to move their Unified Communications capabilities to the cloud with HCS, Cisco’s UC as a Service (UCaaS) offering. (more…)

A Guide to Solving Wireless Unified Communications (UC) E911 Challenges

The enterprise is going wireless, and your on-site security desk staff needs the tools to be able to quickly locate employees in the event of an emergency call. Unified Communications (UC) clients deployed on wireless devices are proliferating across the enterprise, and voice departments are increasingly deploying desk phones that connect to the network via Wi-Fi. Your UC tools and E911 solution must work together seamlessly to ensure that security desk personnel can quickly locate employees during emergencies.

Download the Guide

This At-a-Glance reviews the challenges that on-site security desk personnel face when trying to locate wireless emergency callers within enterprise campus environments. It covers the main location determination methodologies employed by technology solutions on the market today, to help you to determine which option is most effective for your network and wireless devices.

E911 Solution for Cisco Jabber

The adoption of Cisco Jabber is gaining momentum, as enterprises look to its rich feature set to provide Unified Communications (UC) functionality for their users. However, if a user dials 911 from their Jabber client, can your organization locate them quickly to provide the required emergency assistance?

The Solution

West’s solution for Cisco Jabber offers complete E911 support. Emergency Gateway (EGW) provides automatic tracking for on-premises users, while the Remote Location Manager (RLM), an EGW module, enables location self-provisioning capabilities for off-site users. When deployed with Emergency Routing Service for Public Safety Answering Point (PSAP) connectivity, your enterprise can track an employee’s emergency location and deliver their call with the right location data to the correct PSAP for a timely emergency response.

Download the Solution Brief

This At-A-Glance document reviews how West’s proven Cisco-certified E911 solution for Cisco Jabber gives your users the freedom to collaborate from anywhere, while keeping them safe.

Monitor Your Enterprise’s 911 Calls with Three-Way Call Monitoring

Included in all of West’s E911 solutions, the three-way call monitoring feature allows your enterprise’s security team to monitor 911 calls that are made within your organization. Giving your security personnel the ability to listen in on these 911 calls provides them with valuable situational awareness that can be used to reduce 911 response times and help save lives. (more…)

Innovative Notifications Suite Recognized by Frost & Sullivan

West Interactive Services was recognized for its innovative Proactive Notifications & Mobility solution suite with a 2015 Best Practices Award for Product Leadership the North American Contact Center Industry from Frost & Sullivan.

How Customer Service Can Weather The Storm

“With inclement weather on the rise, the pressure is on UK utilities to deliver a higher standard of customer service before, during and after a storm. US utilities can offer some pointers…” West SVP Greg Ablett weighs in with Utility Week in this article, published February 19, 2016.

Course Catalog

See West’s Safety Services line of business training catalog for call handling and technical certification.

Text-to-9-1-1 Saves Lives: Understanding the Options for Text-to-9-1-1 Implmentation

The ability to send a text-to-9-1-1 is a reality. Text-to-9-1-1 can save lives in many scenarios; natural disasters, when wireless networks are heavily congested, in remote locations with weak radio signals or in unsafe situations when a voice call to 9-1-1 could put someone in greater danger.


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