In this case study, discover how FDNY reduced call handling and response times, whilst improving the consistency of 9-1-1 triage.

“For all our calls, processing time went down by 6.7 seconds, and we also found that processing times for our high priority calls – those that are potentially life-threatening – went down by 3.6 seconds.”

Edward Dolan, Deputy Commissioner

FDNY logo
By using workflow technology that had been road-tested in commercial contact centers for 20 years, FDNY has managed to:


  • Improve response times and put calls through to CAD quicker
  • Ensure all call-takers consistently follow the same triage process
  • Gain control over every triage scenario and add new ones easily
  • Reduce training times even while boosting quality scores
  • Gather and analyze more data to improve performance
FDNY FIT Case Study
Find out more about our work with FDNY by downloading a detailed version of the case study

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