Case Study: Whitcom and Capture911
Updated: May 23, 2019
By Licia Wolf
Whitcom is the consolidated E-911 dispatch center for the city of Pullman, Washington State University, Whitman County, the city of Moscow, Idaho, and Asotin County, Washington.
Whitcom needed to upgrade its legacy call recording system quickly, as it faced two major problems: weekly system failures in its aging call recording system and an end-of-life state notification. It also was facing a rapidly approaching expiration date for the funds appropriated for the upgrade.
HigherGround’s Capture911 recording system was selected with the Avtec® Scout™ VoIP dispatch console. The integration of Capture911 and Scout with Whitcom’s existing Spillman CAD system created an efficient and easy-to-use call taking, logging and incident reconstruction experience, allowing dispatchers to easily search recorded interactions and save time.
When HigherGround’s Capture911 was deployed, the transition went nearly unnoticed by dispatchers, and most importantly, did not interrupt the 9-1-1 operations. During the transition Whitcom’s director noted that there was little or no downtime, and customer service was first-rate.
HigherGround and Avtec provided a complete interaction recording, incident reconstruction and dispatcher evaluation suite that exceeds NENA and APCO standards for NG9-1-1 compliance.
Whitcom now captures 100% of interactions (including telephone, radio, TTY/TDD and CAD) with metadata, and has a system that can easily expand to meet their future requirements.
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About the author - Licia Wolf is the Marketing and Communications Manager at HigherGround. She holds a Ph.D., and a professional background in electronics, internet marketing, and print/imaging technology. Click here for more information on Licia and the rest of the HigherGround team.
HigherGround, Inc. provides best-in-class, reliable data capture and interaction storage solutions that enable clients to easily retrieve critical information. Our interaction recording and incident reconstruction solutions transform data into actionable intelligence, allowing optimization of operations, enhanced performance, and cost reduction.