Blogs

On paper, an IVR system looks like a quick fix. Route non-emergency calls through a phone tree, let an automated system gather a few details, and then hand the call over to a human if it requires further attention. Plenty of emergency communication centers have tried this approach, using tools like AWS Connect or generic […]

Using Admin Assist to Manage Non-Emergency Call Load Every ring matters inside a PSAP. But let’s be honest: most of those rings aren’t a house fire or a cardiac arrest. They’re non-emergency calls about fireworks, power outages, stray animals, or parking complaints. Important, sure, but critical emergencies shouldn’t have to compete with them for a

At first glance, hybrid architecture sounds like the best of both worlds. You keep your tried-and-true on-prem systems while embracing the power and flexibility of the cloud. What could go wrong? A lot, actually. While hybrid environments may seem like a safe middle ground, they often create more friction than freedom. In this post, I’ll

Moving your PSAP’s technology infrastructure to the cloud can feel like stepping into uncharted territory. When you’re responsible for life-saving communications, the stakes couldn’t be higher, and that makes every decision feel monumental. But the reality is that many concerns keeping PSAPs from adopting cloud-native solutions are rooted in outdated assumptions, not current facts. These

Emergency call centers across America are drowning in routine calls. However, artificial intelligence can help address this challenge by automatically handling non-emergency requests that come in on the agency’s administrative lines, freeing telecommunicators to focus on actual emergencies. The numbers paint a clear picture: Almost all emergency communication centers (ECCs) take both 911 and non-emergency

Fire on the first floor. A grandmother trapped on the second. A baby not breathing. A dog mauling. A shooting. A break‑in. One call ends, and before you can catch your breath, another comes in. As a 9‑1‑1 telecommunicator, I lived that rhythm for 14 years, and even now, years after taking my last call,

I didn’t expect a story about getting robbed on a beach to change my career trajectory, but that’s exactly what happened. When I first met Carbyne’s CEO and Co-Founder, Amir Elichai, he explained how he called emergency services after being robbed, only to realize they couldn’t locate him.

In the era of digital-first communication, Voice over Internet Protocol (VoIP) technology plays a pivotal role in connecting people. For companies like Carbyne, which powers Next Generation 911 (NG911) services, VoIP is not just a communication tool—it’s a lifeline. However, the growing reliance on VoIP comes with a critical challenge: the threat of Distributed Denial

It was a typical December night in the PSAP—non-stop calls, holiday staffing in effect with Christmas just days away. I was away from my radio trainee, handling queued 911 calls, when I received a call that would stay with me forever. A hotel security officer on the Las Vegas Strip reported several fatalities outside. In

Introduction As we step into October, we are reminded of the importance of CyberSecurity Awareness Month, a time dedicated to raising awareness about the critical role cybersecurity plays in our daily lives. As a proud Cybersecurity Awareness Month champion Carbyne’s theme for 2024 is “Secure Our World.” This motto emphasizes the importance of taking simple,