Contact Center Solutions Featured Article

York-Poquoson-Williamsburg Call Center Starts Accepting Emergency Texts

January 08, 2013

Being able to send SMS messages to 911 dispatch centers offers citizens a number of unique benefits, allowing people to contact an emergency call center when speaking would endanger their life (for example, if a burglar is in the house) and allowing the hard-of-hearing to contact emergency services, among other potential applications. One young Virginia girl used her mobile phone to take a photo of a break-in at a neighboring house by raising her phone to the window, allowing her to send the York-Poquoson police a photo, without having to reveal herself.

Recognizing the benefit of being able to contact emergency services via text, the emergency call center that services York County, Poquoson, and Williamsburg decided to incorporate text messaging capabilities into their response system. On Monday, the York-Poquoson- Williamsburg call center became one of the first call centers to accept emergency text messages.

Text messaging escaped any kind of annual budget crunching, as its implementation didn’t cost taxpayers a cent. The emergency communications chief, Terry Hall, said, “… we can do more with less. We’re going to increase services and it won’t cost any money.” As 911 emergency call centers face budget scrutiny, and small call centers start being absorbed by larger ones, text messaging may offer centers a way to provide more services, without increasing their expenses.

The WY Daily warned their local readers that there are a few important guidelines for citizens to keep in mind when they are using the service. As more call centers adopt this capability, these same guidelines will be valuable for people nationwide: calling is more efficient, so using the SMS service should be reserved only for those times in which a call is not possible (as in a life-threatening situation); prank messages will result in a $2,500 fine or up to one year in jail; and, despite GPS technology, it is still necessary to provide an exact location. 

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence Lync Integration

The Contact Center Solutions Community continues to grow in terms of both jobs and the reach of community interests as this week's news highlights. [ Read More ]
10/25/2014

Case Study: A Web-based Forecasting Solution for Sizeable Contact Centers

Technological advances over the past decade have led to an explosion of data. Companies across all industries are working hard to learn how to harness this data to improve their business operations and run more efficiently. This is the same story for the contact center solutions community - using data effectively can help with workload management and staffing optimization. The case study below demonstrates how two companies, Fourworkx and Shinetech Software, worked together to move workforce man… [ Read More ]
10/24/2014

Westpac Relies on Teradata Insights to Enhance Customer Experience

Australian bank Westpac selects Teradata solutions to get better insights for improving customer experience. [ Read More ]
10/24/2014

No Missing Links with Interactive Intelligence Lync Integration

There can be little denying that the Holy Grail for enhancing customer experiences is to absolutely ensure that the right people have the right tools at the right time to efficiently and effectively respond to customers in real-time. This is the reason so much attention and investment by vendors and their customers alike is being placed on omni-channel capabilities. [ Read More ]
10/24/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!