DeKalb 911 Delivers Superior Public Safety And Service
Located in Atlanta, Georgia, DeKalb County is comprised of more than 600,000 residents—making it the state's second largest county. In keeping with its mission of public safety, DeKalb 911, the Police Department's Communications and Emergency Management Division, handles more than 2,500 calls daily, including reports of crime, fire, traffic accidents, medical emergencies, and other life-threatening situations.
The Challenge
DeKalb 911's contact center is the epitome of mission-critical. The contact center operators do more than simply answer a telephone within a specified number of rings.
Their ability to easily retrieve information and quickly serve callers can be a matter of life and death. Therefore, when DeKalb 911's previous contact center technology
became obsolete and the organization began looking for a more robust, modern solution, the search held added significance.
In its search for a reliable, flexible contact center solution, DeKalb 911 gave extra weight to three performance criteria: the ability to prioritize and manage calls, capabilities for monitoring and analyzing call data, and the need for a sophisticated platform to work within a complex environment.
First, with the large quantity and variety of calls it receives, DeKalb 911 operators needed a solution to quickly, accurately and reliably prioritize calls to ensure that priority one emergency calls are connected to an operator before urgent or administrative calls.
Second, DeKalb 911 management needed real-time call monitoring and supervisory tools to ensure callers are served with the greatest possible efficiency and effectiveness —as well as comprehensive reporting tools necessary to track and predict trends and volumes.
Third, the organization needed an open solution with the flexibility to integrate with the complementary systems necessary to provide immediate information to DeKalb 911 operators taking calls.
Additionally, a sophisticated, reliable platform was a must to adhere to federal, state and county mandates to maintain and exceed a high quality of public service and safety.