When it came time to replace our telephone system, we turned to our 9-1-1 professionals, the Denver 911 operators, to help us select customer premises equipment (CPE)—and the decision was overwhelmingly PlantCML
Temecula, CA (Vocus) July 27, 2010
Denver 911 recently replaced its emergency 9-1-1 equipment with the next generation call processing solution, VESTA®, from emergency communications leader PlantCML®, an EADS North America company. This industry-renowned mission-critical communication solution will allow Denver 911 to provide unparalleled call-taking services to the region’s customers and first responders.
“When the time came to replace our existing call processing system, we were looking for one that would accomplish a number of objectives: providing greater redundancy, facilitating interoperability between our primary call center and our back-up center, and providing an easy-to-use-system that will help us achieve recognition as the standard of excellence in public safety communications,” said Carl Simpson, executive director, Denver 911.
“When it came time to replace our telephone system, we turned to our 9-1-1 professionals, the Denver 911 operators, to help us select customer premises equipment (CPE)—and the decision was overwhelmingly PlantCML,” said Simpson. “I am confident that we chose a system our team can trust.”
Denver 911 is the largest 9-1-1 call center in the Rocky Mountain Region, with 44 call-taking and dispatching positions at its primary site and 28 call-taking and dispatching positions at its back-up location.
9-1-1 calls placed within the City and County of Denver jurisdiction are screened first for location, and then the call-taker determines whether the call is police, EMS or fire in nature. Police and EMS calls are handled by the 9-1-1 call takers; fire-related calls are transferred to Denver Fire Dispatch for processing. In 2009, Denver 911 fielded more than 1.3 million emergency and non-emergency calls, and dispatched responders to 613,000 police-related incidents, more than 87,000 fire-related incidents and 76,000 ambulance requests.
“We are delighted to have the opportunity to work with Denver 911 to ensure optimum call handling in this significant emergency call center,” said Carlos Avila, vice president of public safety sales, PlantCML. “Our VESTA call processing solution is an ideal match for Denver 911 because it is built on IP (Internet Protocol), which is designed to work with their existing structure and can evolve into a larger and longer term solution.”
The VESTA call processing solution is a server-based, full-featured IP/IP Hybrid PBX specifically designed for high-tech, high-volume operations.
In addition to the VESTA solution, Denver 911 also installed the Aurora® management information system (MIS). This comprehensive MIS solution offers a number of features that enhance the ability to gather, organize, data-mine and report on call center metrics. It includes advanced reporting options that can be customized to fit specific needs and ad hoc reporting capabilities. The MIS solution increases efficiencies in staffing, standard operating procedures and information management.
Rounding out this system upgrade is a comprehensive suite of Managed Services from PlantCML. Denver 911 gains around-the-clock direct and secure connectivity with the Service Management Center, ensuring the integrity and reliability of its solutions. The suite of services includes the Monitoring & Response option, which is a remote monitoring service for each approved, onsite device. Coupled with PlantCML’s robust portfolio, the commitment to provide market-leading Managed Services demonstrates the company’s leadership in delivering end-to-end public safety solutions.
About Denver 911
Denver 911’s mission is to have professionals that are focused on your call, your emergency, and your safety. Our goal is to exceed our customer’s expectations and we do this by using basic process improvement strategies. We constantly review our policies, our service levels, our technology, training, employee expectations and the quality of service.
A pioneer and trusted leader in mission critical communications, PlantCML®, an EADS North America company, provides key technologies for public safety, federal and corporate markets. Our full-circle security and communications portfolio includes 9-1-1 call center CTI applications for call processing, CAD, mapping and information management, as well as managed services, notification solutions and services and P25 Land Mobile Radio networks. Headquartered in Temecula, California.
About EADS North America
EADS North America is the North American operation of EADS, a global leader in aerospace, defense and related services. As a leader in all sectors of defense and homeland security, EADS North America and its parent company, EADS, contribute over $11 billion to the U.S. economy annually and support more than 200,000 American jobs through its network of suppliers and services. Operating in 17 states, EADS North America offers a broad array of advanced solutions to its customers in the commercial, homeland security, aerospace and defense markets.
Media Contact: Tami Timperio
PlantCML®, an EADS North America Company