AWS Marketplace: CDW Implementation of Amazon Non-Emergency Connect

Overview

CDW is addressing the challenge of staffing shortages in 911 centers by offering Amazon solutions to automate the handling of non-emergency calls. The solution aims to enhance operational efficiency, reduce call congestion on emergency lines, and improve the overall experience for callers and emergency response teams.

Here is what you can expect with CDW’s implementation of Amazon Non-Emergency Connect. There are two key methods employed.

First, non-emergency calls made to administrative 10-digit lines can be managed using Amazon Connect, which utilizes interactive voice response (IVR) technology to automate call handling and resolution.
Second, non-emergency calls made to 911 can be seamlessly redirected to the IVR system if a trained professional assesses that the situation does not require an emergency response.

By incorporating IVR, artificial intelligence (AI), and machine learning (ML), AWS helps 911 centers alleviate the strain of non-emergency calls, enabling staff to concentrate on urgent, life-saving duties.

This solution uses the following AWS services to help connect everything:

Amazon Connect - the cloud-based contact center service that enables easy setup and management of customer service operations, with scalable, pay-as-you-go pricing.
AWS Lambda - the serverless compute service that runs code in response to triggers without provisioning servers, with automatic scaling and cost-effective, pay-per-request pricing.
Amazon Lex - the service for building chatbots and voice assistants using natural language understanding (NLU) and automatic speech recognition (ASR).
Amazon Polly – the service that converts text into lifelike speech, supporting multiple languages and voices for creating speech-enabled applications.
Amazon Pinpoint - the service for sending targeted messages and engaging customers across multiple channels.
Amazon Kendra - the intelligent search service powered by machine learning, enabling organizations to find accurate answers from unstructured data.

Highlights

With labor shortages, every 911 department across the country is thinking of innovative ways to reduce the call burden on 911 dispatchers and maintaining the same level of customer care to residents. The solution can answer calls and speak to the caller to provide verbal direction, providing a faster and more efficient response to non-emergency inquiries. No personal information is stored or shared with Amazon.
The solution will learn to identify and effectively address reasons for calling (e.g. noise complaints, requesting information or directions, reporting a non-urgent medical issue, seeking assistance for a non-violent dispute, or reporting a lost or found item) and will support multiple spoken languages.
The solution gives residents answers to common questions quickly without having to wait for a live agent. The service reduces the wait time in the nonemergency queue for callers who need to speak to a live agent.

Details

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Support

Vendor support

Please email for more information: CX@cdw.com .