Emergency Response & Incident Management

Unified solution to coordinate single-agency or multi-agency 911 & 112 incidents

Overview

Streamline every step of an incident response, keep citizens informed and support a modern way of working.

Problem

Outdated technology makes it difficult for call takers, dispatchers, and responders to efficiently handle large volumes of incidents. They waste time switching between siloed applications, manually coordinating between teams and waiting for information on developing situations.

IT departments struggle to maintain these legacy systems and often have no clear path to adapt or scale to evolving needs. Ultimately, citizens suffer most with long response times.

Solution

AppBase ERIM is a unified solution for call taking, dispatching, field operations and case management. ERIM provides superior incident coordination capabilities that scale and adapt to your needs.

Benefits

Supports modern channels

Go beyond just phone calls by allowing citizens to engage with you via SMS, chat apps and social media messengers. Further streamline with AI-driven IVR, chatbots and video analysis.

Fast deployment & cost effective

Get up and running quickly with an end-to-end solution from a single vendor that fits into your environment. Our experienced Professional Services team helps you every step of the way – from POC to production.

Future-proof technology

AppBase ERIM is built on a configurable, low-code platforms with tools that ensure you are able to expand the solution, adapt to changes, connect with other agencies and integrate with your core systems.

Intake handling

Support modern internet-based channels from phone & chat to self-service portals and AI-driven chatbots. From intake to dispatch handoff, save valuable time with unparalleled access to caller information and automated tools. 

Deploy into your PSAP/call center

  • Integrates with leading contact center vendors (Genesys, Avaya, Cisco, …)
  • Supports phone, SMS, chat and messaging apps
  • Automatically triggers callbacks and follow-ups
  • Configurable call queues

Quickly locate callers

  • Get geo-verified address for both landlines and mobile callers
  • Supports Advanced Mobile Location (AML)
  • Integrates with leading GIS providers
  • Automatically saves caller location history

Notify people in the area

  • Broadcast alerts to the community and nearby volunteers using SMS, chat apps and social media
  • Click-to-call from the any part of the system
  • Coordinate evacuations

Computer Aided Dispatch (CAD)

Enable dispatchers to process critical information and coordinate with responders within seconds

Dispatch in seconds

  • Shows real-time map of the incident, available nearby responders and hospitals
  • Suggests best response options based on configurable criteria such as incident type, distance and equipment on-board
  • Helps to respond rapidly to changing conditions

Maintain situational awareness

  • Consolidates all information about an incident onto a single screen
  • Pulls and displays information from other core systems
  • Supports Automatic Vehicle Location (AVL)
  • Alerts dispatchers of approaching SLAs, slow vehicle movements or related incidents nearby

Efficiently utilize resources

  • Allows supervisors to manages people, vehicles, materials and facilities
  • Built-in shift management and crew assignment
  • Analyzes demand in real-time and alerts when thresholds are passed
Eccentex implemented an Emergency Response Incident Management (ERIM) Solution, leading to a reduction in response time and time-to-treatment by a factor of two. The solution received the “2018 WfMC Award for Excellence in Business Transformation” by BPM.com and the Workflow Management Coalition.

Mobile & field operations

Increase responder’s efficiency in the field with unparalleled access to real-time information —in the palms of their hands

Stay connected to responders

  • Intuitive and secure apps for Android tablets and smartphones
  • Supports offline work when internet connection is lost and synchronizes data when it’s restored
  • Instant data flow between dispatchers, supervisors and responders

Streamline field reporting

  • Guides responders through incident-specific e-forms that are shared with other agencies such as hospitals, blood banks and investigators
  • Pre-populates fields from the incident request and from other systems
  • Supports pictures, videos, audio recordings and other readers

Track everything in the field

  • Real-time geolocation mapping of vehicles, equipment and personnel
  • Captures and transmits vital information like oxygen tank levels, supplies and IoT sensor data to dispatch centers
  • Records all historical data needed for analytics

Records & case management

Efficiently complete post-incident assignments with configurable workflows, data collection, business rules and reporting 

Collaborate on investigations

  • Share incident reports, narratives and notes with other agencies, disciplines and jurisdictions
  • Ensures data integirty, security and auditing of information

Manage digital evidence

  • Collect and distributes digital evidence such as videos, patient/incident reports and communications
  • Automatically associate evidence with cases
  • Add notes, attachments, and additional information 

Resolve cases faster

  • Create, process and analyze post-incident cases, investigations and quality reviews
  • Ensure accurate and fast resolutions with configurable workflows
  • Automatically assign cases to the proper teams and orchestrate tasks between departments

Additional features

AppBase ERIM is comprehensive solution designed to meet your needs

High-availability & DR

Designed for mission-critical operations at high volumes and demands

Cloud, on-premise & hybrid

Modern architecture that can fit your particular hosting needs

APIs & Interoperability

Connect systems across your entire organization and with external agencies

EU and EENA NG 112

Compliant with leading industry frameworks around the world

Security

Top-notch security validated by leading third party peneteration tests

Integrated to GIS

Connects to a GIS services like ESRI ArcGIS, Google Maps, OpenStreemMaps and more

Multi-lingual

Support both employees and citizens in the language they prefer

Configurable

Drag-and-drop configuration tools plus developer-level tools for special needs

Get in touch with pros

The first step in digital transformation is understanding your existing capabilities along with your vision.

 

Omnichannel customer service

Extend service beyond the contact center and scale by connecting people, functions and systems

Low-code app development

Deliver enterprise-grade apps quickly and accelerate innovation, increase agility and improve productivity

Customer Stories

Finance

Customer Service

A large financial services company reduced their call center costs and reduced disputes

Customer Stories

Disputes

Case Management

See how FairWay Resolution used AppBase to deliver digital transformation during a pandemic.

Partner

Genesys

See how Genesys and Eccentex provide personalized solutions to complex issues, even if the journey goes beyond the contact center.