Eccentex ERIM System
A Unified Emergency Response & Incident Management solution for call taking, dispatching, field operations and case management.
Solution Overview
Eccentex ERIM System streamlines 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Outdated technology makes it difficult for call takers, dispatchers, and responders to efficiently handle large volumes of incidents.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 the 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.
Why choose Eccentex ERIM?
SUPPORT MODERN COMMUNICATION 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.
AGILE & FUTURE-PROOF TECHNOLOGY
Eccentex ERIM is built on a configurable, low-code / no-code platform with tools that ensure you are able to expand the solution, adapt to changes, connect with other agencies and integrate with your core systems easily.
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 PSAP/CALL CENTER
- Integrates with leading contact center vendors (Genesys, Avaya, Cisco, Nice-Incontact…)
- 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
Real-time operations platform for Ukraine
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.
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 ON THE FILED
- 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
Mobile & field operations
Increase responder efficiency in the field with unparalleled access to real-time information —in the palms of their hands
COLLABORATE ON INVESTIGATIONS
- Share incident reports, narratives and notes with other agencies, disciplines and jurisdictions
- Ensures data integrity, security and auditing of information
MANAGE DIGITAL EVIDENCES
- 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
Records & case management
Efficiently complete post-incident assignments with configurable workflows, data collection, business rules and reporting
Additional features
Eccentex ERIM is comprehensive solution designed to meet your needs
High-availability & DR
Designed for mission-critical operations at high volumes and demands
Hosting of choice
Modern Cloud 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 penetration 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
Key Features
Eccentex ERIM (Emergency Response Incident Management for 112/911) is a cloud based reliable and cost effective solution for mission-critical business needs that provides:
- Configurable / Scalable multi-tenant environments
- Embedded Telephony Integration
- Incident Communication Management
- Real Time Monitoring
- Task Management
- Resource Library
- Smart Knowledge Base
- Master data management
- Electronic Form Management
- Mobility Support
- Reporting and Records Keeping
- System Resilience
- Capacity up to 50,000 concurrent users / instance
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