Mission Critical Partners (MCP) has collaborated with Amazon Web Services (AWS) to increase implementation of Amazon Connect into emergency communication centers (ECCs) across the US.
An acute staffing shortage is afflicting ECCs from coast to coast.
According to the International Association of Emergency Dispatch (IAED), the average vacancy rate is about 25 percent.
Adding to this challenge is that ECCs handle about 240 million calls annually and many of them are placed on 10-digit administrative lines and do not involve emergencies.
Rather, they are placed to report incidents like trees felled by a major storm and traffic lights that aren’t working or to get information about local events.
Regardless of how they arrive at an ECC, telecommunicators must field these calls, which wastes precious time and prevents telecommunicators from doing what they have been trained to do.
By working with AWS, MCP aims to increase and enhance the deployment of Amazon Connect across a broader spectrum of ECCs, ensuring more widespread adoption.
Currently, 17 early-adopter ECCs have deployed Amazon Connect and are using it in this manner.
“Bringing Amazon Connect to the 911 community represents a watershed moment for public safety and emergency response,” said Darrin Reilly, MCP’s President and Chief Executive Officer.
“Anything that prevents a telecommunicator or a 911 trunk from being tied up needlessly is a great outcome.
“We’re thrilled to work with AWS and look forward to bringing Amazon Connect into as many ECCs as possible nationwide.”