New York – June 10, 2022 – Carbyne, the leading provider of cloud-native emergency call handling solutions announces the APEX Multimedia NG911 Suite, specifically designed to help address staffing shortages, mental health of call-takers, emergency response time improvement, incomplete situational awareness, service outages, supporting callers of all abilities, and the need for continuous improvement.

Staffing shortages are unfortunately the norm when it comes to public safety emergency communications today. The APEX Multimedia NG911 Suite addresses this challenge by supporting Virtual Private Network (VPN) connectivity for remote work due to illness, child care, car trouble, and more. The APEX Suite also provides a Seat Map Wallboard with agent assistance alerts for training new team members quickly. Yet another feature that helps with this challenge is recorded announcements while the caller is on hold during periods of high call volumes. Furthermore, the APEX Suite also features call diversion based on configured thresholds to optimize service during demand spikes.

Mental health of call-takers is another major challenge facing the nation’s emergency communications centers. While technology advances, information overload is real, and many heroes under the headset have to navigate five, six, or even more screens to access the information they need to deliver emergency response. The APEX Multimedia NG911 Suite dramatically simplifies this situation by presenting all the information conveniently on a single screen. This includes the pinpoint caller location on a map, live caller video, silent instant messaging, and more.

Improving emergency response time is critical for any Public Safety Answering Point (PSAP) to effectively serve and protect their community. The APEX Multimedia NG911 Suite addresses this challenge using a browser-based mobile caller interface without requiring an app download. The APEX Suite also features Automatic Call Distribution (ACD) with skill-based routing and auto-answering to ensure the right response is delivered the first time. Another feature that helps with this challenge is the Control Center which enables optimal configuration of users, groups, speed-dials, and more to minimize delays in emergency response. The APEX Suite also features Computer Aided Dispatch (CAD) integrations with leading providers like CentralSquare Technologies and more. Furthermore, support for ESInet Location to Service Translation (LoST) enables the most efficient call routing.

Incomplete situational awareness can be the bane of many otherwise successful emergency communication centers, leading to execution delays, over-dispatching, or under-dispatching. Responder Connect, available with the APEX Multimedia NG911 Suite addresses this challenge by sharing live caller video, pinpoint caller location, and more with field responders. With Internet-of-Things (IoT) Application Programmer Interface (API) capabilities, integrating security camera feeds, rideshare data, drone video, and more are no longer beyond your reach. Furthermore, the Video Wallboard available with the APEX Suite shows you live video from all callers in your jurisdiction for unprecedented situational awareness especially during large-scale emergencies.

Service Outages resulting from equipment failures, fires, floods, earthquakes, and other disasters can deny emergency service to entire communities when they need it most. The APEX Multimedia NG911 Suite features NG911 i3 ESInet support to reroute emergency calls during critical system failure so you can keep your life-saving operations running. Autoscaling is included as a standard feature, dynamically increasing system capacity during surge periods. The APEX Suite automatically initiates region failover so you are no longer out of service even when entire regions of the country are impacted by major incidents. Best of all, with Zero Trust Architecture security, your sensitive data is off limits to hackers on the internet.

Supporting callers of all abilities is key to ensuring the democratization of public safety. The APEX Multimedia NG911 Suite enables silent instant messaging regardless of Text-to-911 infrastructure so when your caller cannot speak with you, they can text you. Live caller video is another feature that can be critical when your caller cannot tell you what’s happening, now they can show you so you get eyes on the scene. Teletype (TTY) and Real Time Text (RTT) functionality ensures that callers with speech impediments are never left behind. Furthermore, live closed captioning gives you added reassurance when you are having difficulty following your caller’s speech.

The need for continuous improvement is ever present among agencies that are always striving to provide a better level of service to their community. The Queue Wallboard available with the APEX Multimedia NG911 Suite features a live dashboard instantly showing you your team’s key performance indicators. Also available is Events History to give you incident replay capabilities to help ensure your next emergency response is even better than your last one. Analytics, available with the APEX Suite, reports on call volume, call answer time, queue ring time, and more. Furthermore, the System Activity Log ensures you have detailed logs on user activity for thorough record-keeping purposes.

Carbyne (Headquartered in New York, NY) is a leading global provider of cloud-native mission- critical contact center solutions. Carbyne is one of the largest rich-data providers for emergency response centers, delivering over 250M data points per year all in a unified platform. Our technologies enable emergency contact centers and select enterprises to connect with callers as well as connected devices via highly secure communication channels without needing to download a consumer app. With a mission to redefine emergency collaboration and connect the dots between people, enterprises and governments, Carbyne provides a unified cloud native solution that provides live actionable data that can lead to more efficient and transparent operations and ultimately save lives. With Carbyne, Every Person Counts. Learn more at carbyne.com