Your Staffing and Call Volume Challenges Are Connected
Emergency Communication Centers (ECCs) and Public Safety Answering Points (PSAPs) operate in an environment where every call is part of a connected workflow that depends on efficient information flow and timely coordination across systems.
As demand continues to grow across both emergency and non-emergency channels, agencies are managing increasing call volume alongside limited staffing capacity. This combination places greater pressure on communication centers to maintain speed, accuracy and consistency in every interaction. The agencies making the most progress are addressing both sides at once.
Reduce Non-Emergency Burden
Separate emergency and non-emergency call flows so your trained dispatchers spend their time on calls that require their expertise while routine service requests are handled through automation.Keep Pace with NG9-1-1 Requirements
Not every call handling system was designed for NG9-1-1 requirements or the operational demands agencies face today. When the platform your team depends on every shift requires a workaround, the gap slows down your efficiency.Capture the Value in Every Call
Every interaction your center handles is a record with operational value beyond the moment it ends, supporting quality assurance, staff development and accountability. The right tools ensure those insights are captured and put to work.A Smarter Approach to Call Handling
Effective call handling requires understanding that different parts of the challenge require different solutions. Versaterm’s solutions for emergency and non-emergency call handling work within the operational environment your agency already has, rather than requiring you to rebuild around them.
Versaterm CallTriage
Many PSAPs and ECCs were originally designed around a model where most inbound contacts required similar levels of attention from telecommunicators. Today, the environment has evolved. Call volume has increased, staffing has become more constrained and the mix of inbound contacts now includes a growing share of routine, non-emergency requests.
Versaterm CallTriage is an AI-powered virtual agent built specifically for PSAPs and ECCs to handle non-emergency call volume without touching your team’s capacity. It doesn’t route calls to a voicemail box or put callers on hold. It engages and resolves routine contacts through voice or SMS, communicating in the caller’s language of choice and escalating to a live telecommunicator only when the situation warrants it. The community gets prompt, professional service. Your team remains focused on the calls that require their expertise.
Komutel Komand911
As emergency communication becomes more digital, the challenge of keeping context connected across voice, real-time text, location, transfers and incident details grows. When those pieces sit apart, call handlers spend more effort building the picture during the interaction.
Komutel Komand911 helps ECCs and PSAPs prepare for NG9-1-1 by connecting the work that happens around the call. By enabling a more unified way to manage call handling in a browser-delivered environment,telecommunicators gain clearer context, and agencies gain a practical path toward NG9-1-1 readiness. For teams that require local hosting, SIT911i3 provides an on-premises option with many of the same capabilities.
Versaterm Komlog
Every emergency interaction creates a record. The value of that record depends on teams finding it quickly, understanding the context and using it with confidence when questions or reviews arise.
Versaterm Komlog enables ECCs and PSAPs to manage call recordings with greater clarity for review, training, compliance and operational oversight. The solution provides a structured way to manage emergency and non-emergency call recordings, including audio and multimedia communications. Supervisors, investigators and operational leaders can review call activity with greater clarity, reduce manual search effort and make critical records easier to use after the interaction ends.
Versaterm CommunityReport
When a call does require a report, Versaterm CommunityReport’s conversational AI-guided virtual investigator picks up the thread, conducting an AI-guided interview that adapts based on the caller’s responses. This allows callers to tell their story in their own words while Versaterm CommunityReport automatically generates a NIBRS or CCJS-compliant report in the process. Community members can complete or continue a report by web or mobile app, receive real-time updates on where things stand and interact in whichever language they’re most comfortable in.
GUIDE
Addressing NG9-1-1 Migration Challenges
Uncover the challenges agencies most commonly face during the migration to NG9-1-1 and gain practical insights into navigating them without disrupting day-to-day operations.
DOWNLOADThe Right Call Handling Solution for Your Team
Talk to our team about how Versaterm’s emergency and non-emergency call handling solutions fit your agency’s needs.
