During 2016, one of the largest 9-1-1 command centers in the US came to Infinity CCS in need of a contact center solution to help enhance and optimize response time for its incoming emergency calls.
The command center needed a solution to triage their incoming emergency calls. Senior personnel had recognized that implementing a new system could improve response time, data tracking and dispatch training, as well as accuracy of dispatching the correct resources for the call type.
Infinity CCS designed and built the bespoke FIT (Flexible Intelligence Triage) platform. Geoff Land, Managing Director, tailored Infinity CCS’ existing technology to meet the demands of the Emergency Service provider such as ability for their command center to implement ‘Pandemic’ emergency triage flows and interpret complex workflows when taking 9-1-1 calls.