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PowerPhone, Inc

Industry

Computer Aided Telephony/Call Centre/Knowledge Management/Emergency Services

Application Name

PowerPhone Total Response – Computer Aided Emergency Call handling

Application Description

PowerPhone, Inc is the first and foremost 9-1-1 dispatcher training company in the USA . PowerPhone had a vision to develop a new call handling product that would modernize and improve existing scripts used by 911 operators. The CACH system makes one number, one protocol a reality. The software features an integrated protocol set, built-in quality assurance and a powerful Response Advisor for better resource allocation and response prioritization. Each question you ask the caller is scored with a weighted dispatch priority – and the application will recommend response levels based on the severity of an incident. Best of all, you can customize the system to meet your specific requirements. You can modify the pre-arrival advice your agency is giving to callers, create your own protocols, and control the resources you send on every emergency according to your local guidelines. In addition, a built-in quality improvement system provides 9-1-1 management with objective performance measurement tools. For the first time, telecommunications have access to continuous skill-building to increase confidence and proficiency every day.

Technologies used

The solution then employed Microsoft Visual C#.net an object oriented programming language to build 5 integrated applications. Microsoft SQL Server was employed as the backend data store and a local Microsoft MSDE datastore is used locally on each client machine to provide the robust offline application capability. A middle tier Microsoft .Net based framework was used to map business objects from the application domain to tables in the Microsoft SQL Server database. Microsoft .Net Remoting provided supervisor monitoring and alert functionality and integration with Microsoft Office System 2003 allows paper based version of the protocols to be built and printed.

Result

PowerPhone is delighted with the highly competent manner in which their project was executed. Microsoft is seeking to use the PowerPhone as a case study on their web site.