Bringing Borderless Visibility to EMS Call Center Business

• Application Infrastructure & Middleware - API Integration & Management

• Security & Public Safety
• Telecommunications

• Business Operation
• Logistics & Transportation

• Public Transportation Management
• Public Warning & Emergency Response

• Software Design & Engineering Services
• System Integration

Government agencies in both U.S. and Canada are looking to transform legacy EMS delivery technology to better accommodate today’s mobile, text, imaging, video, and data platforms. As a result, some state, provincial, and local first-responder agencies are rethinking how to better deliver EMS support to residents, including outsourcing technology services to leading thirdparty providers. That is where this leading Call Center company used lessons learned in their other business lines to improve voice and data delivery network support capabilities for police, f ire, and EMT teams. With the high stakes involved in delivering EMS Call Center solutions, the company was committed to offering network carrier-grade voice and data support to help customers improve service delivery. The EMS Call Center would also offer agency customers and their f irst responders a voice over IP (VoIP) switch solution to replace existing telephone exchanges, multimedia call processing and a unified call flow, with intelligent call routing based on employee skill sets and a customizable user interface.

This U.S. company is changing the way global government agencies can deliver Emergency Medical Service (EMS) support to their constituents. The company’s success in providing Call Center solutions to hundreds of global customers has equipped them with the know-how required for establishing a scalable delivery network infrastructure designed to bring carrier-grade voice and data services for EMS. The company has long relied on NETSCOUT’s smart visibility and real-time performance monitoring analytics to help assure deliver of their Call Center services to hundreds of global customers.

The company is assuring uninterrupted service delivery for EMS customers by using NETSCOUT’s smart visibility and real-time monitoring solution for the UC&C, application, and network technologies running on physical, virtual, and cloud-based platforms in their new Contact Center. In this integrated solution, the nGeniusONE platform takes advantage of NETSCOUT smart data for real-time monitoring of the EMS Contact Center’s call signaling, SIP monitoring, and call set-up capabilities. Real-time Service Dashboard views are used for first-level troubleshooting, with Service Monitors providing highly valued call querying compliance with National Emergency Number Association (NENA) standards regarding ID numbers used to identify specific emergency calls. InfiniStreamNG (ISNG) appliances bring visibility into performance of physical network segments, with vSTREAM virtual appliances providing views into virtual switch platforms operating in the EMS Call Center, as well as call hops between physical and virtual platforms. NETSCOUT Certified Packet Flow Operating System (PFOS) software brings additional resiliency to NETSCOUT data sources by providing network traffic distribution and load balancing of monitored traffic across the EMS Call Center. nGeniusPULSE and nPoints are used for continuous testing that validates consistent, overall availability in the EMS Call Center, leveraging SNMP polling and TCP port testing.

• Improved EMS service delivery to local citizens and first responders
• On-schedule, business-ready EMS Call Center
• The company is also better equipped to validate service performance in compliance with established SLAs, using nGeniusONE troubleshooting to address emerging issues in the EMS Call Center environment and identifying those occurring in customer environments.