OASIS Emergency Services platform
EMERGENCY SERVICES
Answering the call for help Most countries now offer simple single number access to all emergency services, and increasingly using the European 112 access number. A single-number access strategy means that all calls must be handled by an initial call handling organisation where the call is assessed and forwarded to the most appropriate emergency organisation which then triages the service response. VoltDelta’s OASIS emergency services platform provides comprehensive support for both the initial call handling and reception (PSAP-1) as well as the reception, triage and management at the emergency service responder such as the police, fire or ambulance service (PSAP-2). It can be deployed to just a PSAP-1 provider or a PSAP-2 emergency service or across both sets of organisations. When deployed across both PSAP 1 & 2 it offers the highest level of integrated service, as well as the most benefits in terms of a single view of an incident, an end-to-end management reporting capability and a single call recording across all service responders. OASIS Emergency Services includes specific emergency services applications and functionality, a multi-media contact centre and a range of flexible integration approaches to meet each 112 service provider’s needs.
Key emergency service features The OASIS Emergency Services platform meets the key functional requirements by providing: • Routing: Comprehensive nationwide routing needed to fully route and manage calls from initial call reception through the PSAP-1 and 2 services. It offers single virtual queuing across multiple call centres and response organisations. • Resilient: Highly resilient solution with multiple layers of redundancy ensuring systems can continue to function during disaster scenarios. • Multi-tenant: OASIS supports multi-tenanting to allow different organisations to share a single OASIS platform with separate management and statistics for each PSAP.
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Location: OASIS is location enabled with caller location mapping for both fixed line and mobile callers. eCall: The OASIS platform supports the eCall protocol. Call management: OASIS includes rich caller management features including the identification of repeat callers to 112 and automation for silent call management. Emergency Database: The OASIS emergency routing database provides decision support to the agent (or any automated call flow) for the most appropriate emergency service. Outbound: OASIS supports outbound campaigns across multiple channels, on a call-by-call basis, or in “mass” automated outbound campaigns leveraging OASIS’ automated speech and SMS capabilities. Accessibility: OASIS provides dedicated solutions for the hard of hearing with both text phone support and an SMS channel.
Complete contact management As a major international provider of contact centre systems VoltDelta’s OASIS contact centre forms a core part of our emergency services solution including: • Contact centre: OASIS provides a complete contact centre environment with management and supervisory applications and tools, comprehensive management information and reporting. • Desktop: OASIS has an integrated agent desktop with softphone, automated workflows and agent guides to assist with search and selection of the appropriate emergency service and management of the response. • Multi-channel: OASIS continues to evolve to offer more multi-channel and multi-media based communications. It supports voice calls, email, webchat and SMS communications.
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> Proven, flexible platform to support 112 emergency services providers > For operators of both PSAP-1 and PSAP-2 > Support for other non-emergency services, either on a blended or standalone basis
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Voice response: OASIS includes an integrated IVR system to offer automated voice services. A wide range of call flows are supported using either simple DTMF or the latest speech applications to support voice recognition. Recording: OASIS provides integrated call recording of all calls together with agent screen recording to offer a 360 degree view of the customer’s experience. Automation: The OASIS IVR has a flexible auto attendant to offer an automated call handling capability for use in disaster or extreme call volume scenarios.
Integrated capability OASIS utilises a modular approach and supports a wide range of open APIs to allow VoltDelta to tailor the solution delivered to meet the precise needs for each 112 service provider: • Carrier interconnect: Carrier interconnection with national telephone networks including support for SS7, ISDN and SIP. • Computer Telephony Integration: OASIS Open CTI provides a very rich set of CTI to enable the very close integration of third party applications, such as existing specialist line of business applications, directly into the agent’s desktop. • Portal: OASIS provides a secure portal to allow data sharing between organisations of key call/incident audit information, status and location information. • Integration: OASIS supports a wide variety of integration options with other third party systems and sharing of incident data in order to provide a better and more integrated service. Such integration can include digital radio systems; vehicle tracking systems; mapping systems; and specialist triage applications.
Contact us at [email protected] Visit us at www.voltdelta.net
VVS
Benefits of the OASIS platform Proven Solution The OASIS solution has been deployed with many organisations supporting national emergency services call handling. It is this real life experience that ensures that the OASIS platform is both a flexible and low risk approach for organisations offering emergency services. Flexible Integration OASIS utilises a modular approach and supports a wide range of open APIs to allow VoltDelta to tailor the solution based on the needs of the emergency services organisation. Since each nation has its own unique strategy for emergency services provision this approach allows the best use of existing infrastructure and applications together with OASIS. Service flexibility In addition, the OASIS platform also allows emergency service call centres to service other service types, such as non-emergency services, other text relay services, traffic services and disaster management services.
About VoltDelta International VoltDelta International provides its range of products and services to companies around the globe. Customers are typically operators of large call centres and include prominent European information service providers, as well as emergency services providers. Major telcos, mobile carriers, yellow page publishers and independent service providers as well as more general enterprise customers all benefit from our products and expertise. Our ultimate parent company is US based Volt Information Sciences.
R
Answering the call for help Most countries now offer simple single number access to all emergency services, and increasingly using the European 112 access number. A single-number access strategy means that all calls must be handled by an initial call handling organisation where the call is assessed and forwarded to the most appropriate emergency organisation which then triages the service response. VoltDelta’s OASIS emergency services platform provides comprehensive support for both the initial call handling and reception (PSAP-1) as well as the reception, triage and management at the emergency service responder such as the police, fire or ambulance service (PSAP-2). It can be deployed to just a PSAP-1 provider or a PSAP-2 emergency service or across both sets of organisations. When deployed across both PSAP 1 & 2 it offers the highest level of integrated service, as well as the most benefits in terms of a single view of an incident, an end-to-end management reporting capability and a single call recording across all service responders. OASIS Emergency Services includes specific emergency services applications and functionality, a multi-media contact centre and a range of flexible integration approaches to meet each 112 service provider’s needs.
Key emergency service features The OASIS Emergency Services platform meets the key functional requirements by providing: • Routing: Comprehensive nationwide routing needed to fully route and manage calls from initial call reception through the PSAP-1 and 2 services. It offers single virtual queuing across multiple call centres and response organisations. • Resilient: Highly resilient solution with multiple layers of redundancy ensuring systems can continue to function during disaster scenarios. • Multi-tenant: OASIS supports multi-tenanting to allow different organisations to share a single OASIS platform with separate management and statistics for each PSAP.
• • •
•
•
•
Location: OASIS is location enabled with caller location mapping for both fixed line and mobile callers. eCall: The OASIS platform supports the eCall protocol. Call management: OASIS includes rich caller management features including the identification of repeat callers to 112 and automation for silent call management. Emergency Database: The OASIS emergency routing database provides decision support to the agent (or any automated call flow) for the most appropriate emergency service. Outbound: OASIS supports outbound campaigns across multiple channels, on a call-by-call basis, or in “mass” automated outbound campaigns leveraging OASIS’ automated speech and SMS capabilities. Accessibility: OASIS provides dedicated solutions for the hard of hearing with both text phone support and an SMS channel.
Complete contact management As a major international provider of contact centre systems VoltDelta’s OASIS contact centre forms a core part of our emergency services solution including: • Contact centre: OASIS provides a complete contact centre environment with management and supervisory applications and tools, comprehensive management information and reporting. • Desktop: OASIS has an integrated agent desktop with softphone, automated workflows and agent guides to assist with search and selection of the appropriate emergency service and management of the response. • Multi-channel: OASIS continues to evolve to offer more multi-channel and multi-media based communications. It supports voice calls, email, webchat and SMS communications.
R
> Proven, flexible platform to support 112 emergency services providers > For operators of both PSAP-1 and PSAP-2 > Support for other non-emergency services, either on a blended or standalone basis
•
•
•
Voice response: OASIS includes an integrated IVR system to offer automated voice services. A wide range of call flows are supported using either simple DTMF or the latest speech applications to support voice recognition. Recording: OASIS provides integrated call recording of all calls together with agent screen recording to offer a 360 degree view of the customer’s experience. Automation: The OASIS IVR has a flexible auto attendant to offer an automated call handling capability for use in disaster or extreme call volume scenarios.
Integrated capability OASIS utilises a modular approach and supports a wide range of open APIs to allow VoltDelta to tailor the solution delivered to meet the precise needs for each 112 service provider: • Carrier interconnect: Carrier interconnection with national telephone networks including support for SS7, ISDN and SIP. • Computer Telephony Integration: OASIS Open CTI provides a very rich set of CTI to enable the very close integration of third party applications, such as existing specialist line of business applications, directly into the agent’s desktop. • Portal: OASIS provides a secure portal to allow data sharing between organisations of key call/incident audit information, status and location information. • Integration: OASIS supports a wide variety of integration options with other third party systems and sharing of incident data in order to provide a better and more integrated service. Such integration can include digital radio systems; vehicle tracking systems; mapping systems; and specialist triage applications.
Contact us at [email protected] Visit us at www.voltdelta.net
VVS
Benefits of the OASIS platform Proven Solution The OASIS solution has been deployed with many organisations supporting national emergency services call handling. It is this real life experience that ensures that the OASIS platform is both a flexible and low risk approach for organisations offering emergency services. Flexible Integration OASIS utilises a modular approach and supports a wide range of open APIs to allow VoltDelta to tailor the solution based on the needs of the emergency services organisation. Since each nation has its own unique strategy for emergency services provision this approach allows the best use of existing infrastructure and applications together with OASIS. Service flexibility In addition, the OASIS platform also allows emergency service call centres to service other service types, such as non-emergency services, other text relay services, traffic services and disaster management services.
About VoltDelta International VoltDelta International provides its range of products and services to companies around the globe. Customers are typically operators of large call centres and include prominent European information service providers, as well as emergency services providers. Major telcos, mobile carriers, yellow page publishers and independent service providers as well as more general enterprise customers all benefit from our products and expertise. Our ultimate parent company is US based Volt Information Sciences.
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