Control Room CRM
Giving call handlers the information they need, when they need it, to be more efficient and make better, faster decisions
Zetron’s Aspire is a contact management solution designed specifically for emergency communications centers that receive contacts from a variety of channels. It integrates seamlessly with other Command & Control systems, eliminating the need to re-type data. Aspire also retains all call history in a unified view, so telecommunicators get a better picture of the caller and their needs, and subsequently can make more informed decisions.
How It Works
Our Control Room CMS telephony integration checks the caller ID for a contact history and provides the caller’s information. Call handlers are also alerted when the public meet certain criteria, including vulnerable persons, registered mental health conditions, victims of anti-social behavior, domestic abuse and other crimes, repeat and hoax callers, registered helpers and related crime record management entries.
Aspire Control Room Contact Management System Core Features
By using our Contact Management System within the control room and on the front desk you give the whole organization a holistic view of what’s happening. For instance, if someone visits a number of stations with the same complaint and makes multiple emergency calls it will be instantly visible that this person has already made contact and all the relevant notes to the incident will be available.
Aspire feeds information into management reporting systems to give detailed performance reports. Plus, any voice traffic or required screen grabs can be stored for auditing, training and complaint resolution. Giving your team peace of mind that should they need to provide evidence, stats or insight, it’s readily available.
As the demographic of the population changes and people become more tech savvy, it will steer some of the public demand away from the phones and on to the website, where they can obtain useful information, report low-level crimes easily, track the outcome and chat with a telecommunicator via web chat.
Gaining forward insight on the person on the other end of the phone massively reduces the time and workload for the call handler – having historical data within seconds and confirming details instead of searching for them speeds up the response time.
If someone with mental health issues is identified and is a repeat caller, the call handler can instantly retrieve previous call history and data, as well as a relative or caregiver’s contact method. By having instant access to this type of information, the operator can alert the correct people or update third party services and be confident that emergency vehicles do not need to be dispatched or assigned to the case.
Along with reduced response times, the caller data provided by Aspire helps ensure call takers are better able to assign the correct resources to calls – saving time and ultimately lives.
Having the necessary information and being able to deliver a personal experience increases satisfaction and peace of mind for everyone involved. The ability to identify people linked to repeat victims, for instance, with Aspire you can, form association charts that highlight the relationships between callers and alert-linked people.