Key Takeaways from the Vertex Webinar Series

A modern 911 call handling system isn’t a luxury – it’s a necessity. Faster response times. Reliable communication. Smarter decisions. These are the tenets of effective emergency response.

With features like text-to-911, video streaming, and key integrations, the right call handling solution gives dispatchers the tools they need to act quickly. Situational awareness improves. Calls get answered with precision. Built-in redundancies keep systems running, even when disasters strike. As call volumes rise and staffing remains tight, upgrading is essential for public safety agencies.

In a three-part webinar series, the experts at CentralSquare discuss the advantages of an innovative call handling system like Vertex NG911. Keep reading to get the key takeaways from these informative sessions, as well as the link to each webinar.

Power of the Cloud

Communities rely on 911 centers to provide fast and efficient emergency response. When crises strike, your system can’t afford to fail. But many ECCs still use on-prem systems, which may not be as cost effective, reliable, scalable, or resilient as cloud-based solutions. Let’s explore the difference between the two.

On-premise 911 systems are expensive and inflexible. They require dedicated servers, IT teams, and constant maintenance. They’re built for peak demand, but on most days they’re underused. In contrast, cloud-based 911 systems scale automatically, adjusting to call volume in real time. No wasted resources. No overbuilt infrastructure.

Scalability changes everything. In 911 call handling, it lets agencies take calls remotely. This allows for flexible staffing, where telecommunicators can work from disaster recovery locations or even from home. Some cloud solutions may also integrate with your CAD and RMS systems to streamline workflows and improve real-time decision-making.

Reliability is another major concern. On-prem systems are vulnerable to local power outages, hardware failures, and network disruptions. A cloud-based system eliminates these single points of failure with multiple data centers across different locations. If one data center experiences an issue, operations automatically switch to another, ensuring continuous service without downtime.

Resilience matters. Natural disasters, cyberattacks, and fiber cuts can cripple on-site data centers, leaving communities without critical emergency services. Cloud-based systems have redundant connectivity options like fiber, 5G, and satellite networks. This mesh network approach ensures uninterrupted service even if one connection fails.
The future of 911 needs to be adaptable to the widest range of emergencies. Watch the webinar on this topic to learn how your agency can improve business continuity, response times, and efficiency—all while reducing costs and IT overhead.

Emergency response depends on speed and accuracy. But many 911 systems today still struggle to meet the demands of modern communication. Traditional call-handling tools rely on voice alone. CAD and RMS systems often don’t connect.

Fortunately, new standards in 911 have made emergency services more accessible to disabled individuals or non-English speakers. New innovations have also made real-time data sharing possible, so first responders have the full picture before arriving on the scene. Keep reading to learn more, or watch a webinar on how your agency can benefit from real-time visibility into crises.

New Standards

In July of 2024, the Federal Communications Commission (FCC) set deadlines for government agencies to implement Next Generation 911 (NG911) technology. NG911 introduces SMS, video calls, automated translation, and GPS-based tracking so dispatchers can interact with callers in multiple ways.

Text-to-911 lets people in dangerous situations (i.e. domestic abuse) silently request help. Live video streaming from a caller’s device provides dispatchers with real-time visuals, helping assess the severity of an incident. Automated language translation eliminates language barriers so non-English speakers can receive help without delay.

New Innovations

When a call comes in, every second matters. With tools like Vertex NG911 Call Handling, your agency can meet NG911 standards and take advantage of new innovations. CentralSquare’s Vertex, CAD, and RMS systems integrate so your agency can gather mission-critical information automatically and dispatch units as fast as possible.

Thanks to the CAD-to-911 integration, things like call data, caller location, and text transcripts are transferred instantly to responding units. And with an integrated RMS, responders also receive relevant caller history and incident details for enhanced situational awareness. This allows your units to arrive faster and better prepared.

Not only that, integrated solutions help you improve operations over time with reporting and analytics. Call and dispatch data are stored in one system, making it easier to analyze trends, response times, and resource allocation. Agencies can use this information to improve workflows and increase emergency preparedness.

AI-Powered Solutions

According to a NENA survey, 82% of PSAPs faced staffing challenges in 2024. This is often caused by job stress, limited work-life balance, low wages, and burnout.

Unfortunately, retention and burnout are cyclical problems. Dispatchers are asked to work longer hours because their ECC is understaffed. Over time, the long hours and stress lead to burnout. They find a job elsewhere, which forces others to fill the gap – and the cycle continues.

AI-powered solutions can help.

ECCs receive hundreds of thousands of calls every year, but most of them aren’t emergencies. Is your agency spending manpower on administrative calls? AI tools can automate non-emergency call handling, reduce dispatcher workloads and improve response times.

AI tools like CitizenLink AI can filter routine inquiries and direct callers to self-service options before they reach a dispatcher. CitizenLink AI is an interactive voice response (IVR) system that allows non-emergency callers to receive automated assistance for common inquiries like noise complaints or burn permits. They can also report minor incidents through an online citizen reporting tool. That way, your dispatchers can focus on true emergencies instead of administrative tasks.

By analyzing call patterns, AI can provide insights into frequently asked questions, allowing agencies to refine responses and optimize workflows. AI-powered chatbots can assess caller intent and deliver accurate information, which minimizes the need for human intervention. If an inquiry can’t be resolved through the automated system, the caller is transferred to a dispatcher.

CitizenLink AI also integrates with CentralSquare’s CAD, RMS, and Vertex systems to streamline case management. It automates manual processes like data entry, transcription, and translation. At the end of the day, this saves time and reduces errors.

Learn more about combatting staffing challenges with AI in this webinar.

How to Get Started

911 centers today face staffing shortages and budget constraints. Some are limited by outdated on-prem systems or manual processes. Modern emergency response systems can advance your agency to the 21st century while empowering dispatchers, increasing retention and (believe it or not) saving money.

Vertex by CentralSquare is a comprehensive NENA i3-compliance solution that is NG911 ready – featuring text-to-911, streaming video, automated translation, audio transcription and more. Schedule a discovery call today to learn how your center can take 911 beyond the call and better serve the community.