Avaya (News - Alert) recently announced that Iceland 112 is using the Avaya Aura to deploy an extensive contact center solution for emergency communication. Since 1995, Iceland 112 has been managing emergency calls in Iceland and is responsible for connecting citizens to emergency services. The organization handles more than 20,000 calls a month.
In a statement, Chris De Jongh, area sales leader, Northern Europe, Avaya said that, “Working with Nyherji, we’ve been pleased to bring Iceland 112 through its transition from proprietary system to an open, scalable solution that increases resiliency and reduces risk. The goal was to simplify the critical call routing and mobile applications solutions that emergency services such as Iceland 112 require. Our technology will help ensure that Iceland 112’s caller experience, and the overall service, is unaffected – crucial in a high-volume, high-pressure environment.”
Nyherji, an Avaya business partner, was responsible for designing and implementing the system. Nyherji based the system on Avaya's one-X and call management system using Avaya Aura as the underlying platform. It will now handle caller and dispatch services and will pass on calls when required. In addition, a customized 112 smartphone app can simply be added via the Avaya API to ensure that services are able to quickly find people even in remote locations across the country. Once the download is complete, the user can easily communicate with Iceland 112 via SMS, which will relay their current GPS location.
Iceland 112 decided to use the Avaya solution based on its capability to address points of failure and to ensure greater flexibility and insights via improved reporting. Additionally, the solution offers easy integration with organizations, such as the police and fire brigade, while providing Iceland 112 with enhanced recording and call handling features.
Since its deployment, the organization’s agents have been made familiar with the new system, and Iceland 112 has now started to experience the benefits of the new capabilities of the IP platform.