This article originally appeared in the April 2012 issue of Customer Interaction Solutions
UCStrategies.com, an industry resource on unified communications, provided a definition of UC in 2006 as follows: “Communications integrated to optimize business processes.”
The National Emergency Number Association has described Next Generation 911 as having “the ability to support interactive text messaging, policy-based routing using location and several other factors, such as call type, target PSAP status, network status, and automatic acquisition of supportive data and its use within the system to control routing and other actions prior to delivery to the PSAP.”
Using the NENA definition, it is clear that UC is at the center of NG911. NG911 is starting to become a reality in some areas of the U.S., as testing on a number of conceptual ideas are under way. The most publicized and obvious example of communications being integrated for emergency services and currently being tested is the ability to text messages to 911. It’s important to note that the ability to text 911 is still very limited. (If you are not sure that texting is an option in your geographic area, please call 911 from a wireline or cell phone... Read More
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