E911 Cloud Based Customer Contact Center Solution

2026-11-03

A ) Provide information requested by the caller ( e . g . How to obtain Police report , Web Address for City Services , etc .) B ) Create a non - emergency call within the agency ' s Computer Aided Dispatch ( CAD ) system ( Motorola PremieOne ) for dispatch ( e . g . Interface to CAD system via API , CAD CFS script , etc .) C ) Route the caller directly to the appropriate department within the City that can better assist them ( e . g . Transfer caller to Water Department , 3 - 1 - 1 , etc .) D ) Route the caller to E911 Emergency Queue for processing by E911 Call Taker personnel The AI - Call Center Solution should be capable of the following : A ) Answer and process at least two hundred - fifty ( 250 ) concurrent calls B ) Process calls on a 24 / 7 / 365 basis C ) Provide a geographically dispersed system topology to ensure redundancy D ) Ensure a 99 . 9 % uptime reliability E ) Provide intelligent call routing F ) Provide self - service options and agent assistance G ) Provide real - time / near real - time reporting and analytics ( e . g . Calls processed , Average call processing times , Emergency call detection rates , etc .) Technical Support for the AI - Call Center Solution should be available on a 24 / 7 / 365 basis and call response would be based on the severity of the support needed ( e . g . Service outage would require immediate response , while a configuration change could wait until the next business day , etc .). The AI - Call Center Solution vendor must provide at least three ( 3 ) existing customer references and demonstrate their solution to key City representatives . In addition , the chosen solution would need to pass a thorough and rigorous testing plan and be certified by from the City E911 Department , CPE and CAD vendor prior to implementation .

Georgia

2026-04-29