Australia’s Nationwide Emergency Calling Deploys Comtech Solacom Technology
Thursday, November 21, 2019 | Comments

Comtech Solacom Technologies will provide call-handling systems and solutions to Telstra as the initial answer point for the entire population of Australia, for efficient management of emergency calls from across the country. Telstra, the Australian telecommunications provider responsible for the country’s emergency call handling services, recently opened a new 24-hour Triple Zero (0-0-0) contact center in Adelaide.

“Delivering more advanced emergency call-handling services is critical to improving our national public-safety infrastructure and ensuring all Australians have the fastest possible access to emergency assistance when they need it most,” said Paul Fletcher, Australia’s federal minister for communications, cyber safety and the arts.

The new 20-position contact center in Adelaide is connected to the country’s other two contact centers in Sydney and Melbourne. With a third Triple Zero contact center, Telstra has more flexibility to handle peak call volumes, increase staffing levels and provide an additional layer of assurance for citizens.

Together, the three Solacom Guardian-powered contact centers will handle the more than 8.9 million 0-0-0 calls that are made in Australia each year. The centers are designed so that the first available agent at any center answers the call, no matter where the call originates.

“We take our responsibility to manage Triple Zero calls across the country very seriously,” says Jane Elkington, principal, Triple Zero, Telstra. “By upgrading to the next-generation Solacom solutions, we have an advanced, digital platform that allows us to roll out important new capabilities in the short and longer terms. We’ll start in May 2020 with Advanced Mobile Location (AML), which enables emergency services personnel to more accurately pinpoint the location of people calling from mobile devices. In the future, we’ll have the ability to provide multimedia contact options such as messaging and video calling.”

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