https://urgentcomm.com/wp-content/themes/ucm_child/assets/images/logo/footer-new-logo.png
  • Home
  • News
  • Multimedia
    • Back
    • Multimedia
    • Video
    • Podcasts
    • Galleries
    • IWCE’s Video Showcase
    • Product Guides
  • Commentary
    • Back
    • Commentary
    • Urgent Matters
    • View From The Top
    • All Things IWCE
    • Legal Matters
  • Resources
    • Back
    • Resources
    • Webinars
    • White Papers
    • Reprints & Reuse
  • IWCE
    • Back
    • IWCE
    • Conference
    • Special Events
    • Exhibitor Listings
    • Premier Partners
    • Floor Plan
    • Exhibiting Information
    • Register for IWCE
  • About Us
    • Back
    • About Us
    • Contact Us
    • Advertise
    • Terms of Service
    • Privacy Statement
    • Cookie Policy
  • Related Sites
    • Back
    • American City & County
    • IWCE
    • Light Reading
    • IOT World Today
    • Mission Critical Technologies
    • TU-Auto
  • In the field
    • Back
    • In the field
    • Broadband Push-to-X
    • Internet of Things
    • Project 25
    • Public-Safety Broadband/FirstNet
    • Virtual/Augmented Reality
    • Land Mobile Radio
    • Long Term Evolution (LTE)
    • Applications
    • Drones/Robots
    • IoT/Smart X
    • Software
    • Subscriber Devices
    • Video
  • Call Center/Command
    • Back
    • Call Center/Command
    • Artificial Intelligence
    • NG911
    • Alerting Systems
    • Analytics
    • Dispatch/Call-taking
    • Incident Command/Situational Awareness
    • Tracking, Monitoring & Control
  • Network Tech
    • Back
    • Network Tech
    • Interoperability
    • LMR 100
    • LMR 200
    • Backhaul
    • Deployables
    • Power
    • Tower & Site
    • Wireless Networks
    • Coverage/Interference
    • Security
    • System Design
    • System Installation
    • System Operation
    • Test & Measurement
  • Operations
    • Back
    • Operations
    • Critical Infrastructure
    • Enterprise
    • Federal Government/Military
    • Public Safety
    • State & Local Government
    • Training
  • Regulations
    • Back
    • Regulations
    • Narrowbanding
    • T-Band
    • Rebanding
    • TV White Spaces
    • None
    • Funding
    • Policy
    • Regional Coordination
    • Standards
  • Organizations
    • Back
    • Organizations
    • AASHTO
    • APCO
    • DHS
    • DMR Association
    • ETA
    • EWA
    • FCC
    • IWCE
    • NASEMSO
    • NATE
    • NXDN Forum
    • NENA
    • NIST/PSCR
    • NPSTC
    • NTIA/FirstNet
    • P25 TIG
    • TETRA + CCA
    • UTC
Urgent Communications
  • NEWSLETTER
  • Home
  • News
  • Multimedia
    • Back
    • Video
    • Podcasts
    • Omdia Crit Comms Circle Podcast
    • Galleries
    • IWCE’s Video Showcase
    • Product Guides
  • Commentary
    • Back
    • All Things IWCE
    • Urgent Matters
    • View From The Top
    • Legal Matters
  • Resources
    • Back
    • Webinars
    • White Papers
    • Reprints & Reuse
    • UC eZines
    • Sponsored content
  • IWCE
    • Back
    • Conference
    • Why Attend
    • Exhibitor Listing
    • Floor Plan
    • Exhibiting Information
    • Join the Event Mailing List
  • About Us
    • Back
    • About Us
    • Contact Us
    • Advertise
    • Cookie Policy
    • Terms of Service
    • Privacy Statement
  • Related Sites
    • Back
    • American City & County
    • IWCE
    • Light Reading
    • IOT World Today
    • TU-Auto
  • newsletter
  • In the field
    • Back
    • Internet of Things
    • Broadband Push-to-X
    • Project 25
    • Public-Safety Broadband/FirstNet
    • Virtual/Augmented Reality
    • Land Mobile Radio
    • Long Term Evolution (LTE)
    • Applications
    • Drones/Robots
    • IoT/Smart X
    • Software
    • Subscriber Devices
    • Video
  • Call Center/Command
    • Back
    • Artificial Intelligence
    • NG911
    • Alerting Systems
    • Analytics
    • Dispatch/Call-taking
    • Incident Command/Situational Awareness
    • Tracking, Monitoring & Control
  • Network Tech
    • Back
    • Cybersecurity
    • Interoperability
    • LMR 100
    • LMR 200
    • Backhaul
    • Deployables
    • Power
    • Tower & Site
    • Wireless Networks
    • Coverage/Interference
    • Security
    • System Design
    • System Installation
    • System Operation
    • Test & Measurement
  • Operations
    • Back
    • Critical Infrastructure
    • Enterprise
    • Federal Government/Military
    • Public Safety
    • State & Local Government
    • Training
  • Regulations
    • Back
    • Narrowbanding
    • T-Band
    • Rebanding
    • TV White Spaces
    • None
    • Funding
    • Policy
    • Regional Coordination
    • Standards
  • Organizations
    • Back
    • AASHTO
    • APCO
    • DHS
    • DMR Association
    • ETA
    • EWA
    • FCC
    • IWCE
    • NASEMSO
    • NATE
    • NXDN Forum
    • NENA
    • NIST/PSCR
    • NPSTC
    • NTIA/FirstNet
    • P25 TIG
    • TETRA + CCA
    • UTC
acc.com

Applications


Avaya seeks to translate enterprise call-center success into 911 sector moving to NG911

  • Written by Donny Jackson
  • 27th June 2018
Avaya, a leading provider of contact-center solutions in the enterprise sector, has teamed with emergency-calling partners to pursue a more significant position in the 911 arena, as well as a more economic model for public-safety answering points (PSAPs) seeking next-generation 911 (NG911) functionality, according to a company official.

What is in this article?

  • Avaya seeks to translate enterprise call-center success into 911 sector moving to NG911
  • Avaya seeks to translate enterprise call-center success into 911 sector moving to NG911

Avaya seeks to translate enterprise call-center success into 911 sector moving to NG911

Avaya, a leading provider of contact-center solutions in the enterprise sector, has teamed with emergency-calling partners to pursue a more significant position in the 911 arena, as well as a more economic model for public-safety answering points (PSAPs) seeking next-generation 911 (NG911) functionality, according to a company official.

Mark Fletcher, Avaya’s chief architect of public-safety solutions, said that NG911’s IP-based architecture that enables access to information from multiple databases aligns well with Avaya’s heritage of providing affordable call-center solutions for enterprise sectors that demand high reliability and resiliency.

“We’ve done this before. We’ve done this for some of the toughest industries on the planet,” Fletcher said during an interview with IWCE’s Urgent Communications. “Public safety is absolutely critical, because it is life safety. But let me tell you something: When the financial markets in New York City are down for two seconds, they have a conniption fit, because it’s millions of dollars that they’re losing. They not losing lives, but they’re losing money, and that’s the lifeblood of a company. So, when the financials go down, we know about it.

“We’ve built these solutions for highly resilient environments. We’ve felt the pain. When the airlines can’t fly, they feel that from a business perspective, so we have tested these new modalities. We know how to deliver a multimedia, multimodal contact-center environment that deals with massive amounts of phone calls.”

Avaya’s increased focus on the 911 market was reflected in the company’s larger booth at last week’s NENA 2018 event in Nashville, Fletcher said.

“In the past, we pretty much been backend plumbing that—on its own—has value, but it’s not an end solution that a public-safety dispatcher would look at,” Fletcher said.

But Avaya has taken steps to change that perception during the past year, particularly through strategic partnerships with Beta 80, an Italy-based company that boasts its suite of computer-aided dispatch (CAD) and call-taking solutions for emergency call centers, and Avaya's new Sentry emergency-response management (ERM) product built by 911 Secure. Both products meet NENA’s i3 standards for NG911, according to Avaya.

Beta 80 has had “great success” in the European market for emergency-call-center CAD, Fletcher said.

“They hold a good segment of the Italian market and around Europe, as well,” he said. “They’ve been trying to make landfall in the U.S. This year, with Avaya’s help, we can actually show their platform running on the Avaya backend.”

Beta 80 General Manager Gregory Rohde said that Avaya was a logical partner for the Italy-based CAD provider, which is one of the first CAD systems in the world to integrate information from Waze and other crowd-sourcing data applications.

“When we started looking at the U.S. market, started seeing where Mark [Fletcher] was driving Avaya in the next-gen 911 space and knowing that the market’s really about demanding an end-to-end solution, we kind of fit into that vision that Mark was creating with Avaya in the market,” Rohde said during an interview with IWCE’s Urgent Communications earlier this year.

1 | 2 |
Avaya seeks to translate enterprise call-center success into 911 sector moving to NG911
Tags: Applications Dispatch/Call-taking Incident Command/Situational Awareness News NG-911 Public Safety News

One comment

  1. Avatar Bob Grudberg 28th June 2018 @ 6:48 pm
    Reply

    I worked for Verizon Business
    I worked for Verizon Business (30 years) as an SE selling 911 CPE backended by Nortel and more recently as an Account Executive for Intrado (5 years). This a really tough business to break into because of the trust and relationship factors. Price is a factor to the smaller PSAP’s because of the restricted budgets but the large ones are all about relationships. Everyone will ask you WHERE is this product installed and proven? Have a story! Please make certain that there is as much redundancy in our offerings as is possible. As I am sure you are aware Motorola recently acquired Airbus DS and they are the largest provider of 911 solutions followed by Intrado, serving about 90% of the market. The rest of the players are slugging it out for the remaining 10%. I’ll be very interested how this works out for us.

Leave a comment Cancel reply

To leave a comment login with your Urgent Comms account:

Log in with your Urgent Comms account

Or alternatively provide your name, email address below:

Your email address will not be published. Required fields are marked *

Related Content

  • Avaya seeks to translate enterprise call-center success into 911 sector moving to NG911
  • Avaya seeks to translate enterprise call-center success into 911 sector moving to NG911
  • Avaya seeks to translate enterprise call-center success into 911 sector moving to NG911
  • Avaya seeks to translate enterprise call-center success into 911 sector moving to NG911

Commentary


How 5G is making cities safer, smarter, and more efficient

26th January 2023

3GPP moves Release 18 freeze date to March 2024

18th January 2023

Do smart cities make safer cities?

  • 1
6th January 2023
view all

Events


UC Ezines


IWCE 2019 Wrap Up

13th May 2019
view all

Twitter


UrgentComm

Automakers against stampede to BEV dominance dlvr.it/ShpX08

2nd February 2023
UrgentComm

FCC nominee Gigi Sohn headed for third Senate hearing dlvr.it/ShpDcZ

1st February 2023
UrgentComm

Sign up to learn how to successfully manage your Motorola ASTRO® 25 System: spr.ly/60143j8fp https://t.co/XcxiUwzN27

1st February 2023
UrgentComm

Hytera parent cites financial health, but unable to make royalty payment to Motorola Solutions dlvr.it/ShlrlM

1st February 2023
UrgentComm

NATE: Todd Schlekeway highlights organization’s safety, legislative initiatives dlvr.it/ShljHj

1st February 2023
UrgentComm

Cybercrime ecosystem spawns lucrative underground Gig Economy dlvr.it/ShkKbf

31st January 2023
UrgentComm

FAA approves beyond-visual-line-of-sight (BVLOS) flights in North Dakota dlvr.it/ShgxHW

30th January 2023
UrgentComm

AT&T boasts of core ‘white box’ success in 5G, fiber push dlvr.it/Shgb4w

30th January 2023

Newsletter

Sign up for UrgentComm’s newsletters to receive regular news and information updates about Communications and Technology.

Expert Commentary

Learn from experts about the latest technology in automation, machine-learning, big data and cybersecurity.

Business Media

Find the latest videos and media from the market leaders.

Media Kit and Advertising

Want to reach our digital and print audiences? Learn more here.

DISCOVER MORE FROM INFORMA TECH

  • American City & County
  • IWCE
  • Light Reading
  • IOT World Today
  • Mission Critical Technologies
  • TU-Auto

WORKING WITH US

  • About Us
  • Contact Us
  • Events
  • Careers

FOLLOW Urgent Comms ON SOCIAL

  • Privacy
  • CCPA: “Do Not Sell My Data”
  • Cookie Policy
  • Terms
Copyright © 2023 Informa PLC. Informa PLC is registered in England and Wales with company number 8860726 whose registered and Head office is 5 Howick Place, London, SW1P 1WG.