1. Next Generation Emergency Services Intelligent Routing and Multi-Modal Emergency Communications Mark J. Fletcher, ENP Chief Architect Avaya Public Safety Solutions

2. 2012 Avaya Inc. All rights reserved. 22 Whats the Future State? Additional Information available with incidents Location Information Floor Plans Multimedia Video Feeds Environmental Data Smart Building Workgroups are currently in motion defining structure and capabilities Control Room Enterprise Network Enterprise User 3. 2012 Avaya Inc. All rights reserved. 33 The 1-1-2 Network Model Today Assumes Phone Number = Location Simple Architecture Analog technology based on fixed endpoints Legacy Routing 4. 2012 Avaya Inc. All rights reserved. 44 The User Reality Today PSAP Legacy Selective Router PSAP PSAP MSAG PS-ALI ALI PSTN Telephone Number < > Location Complex Network Topology Users are Nomadic Mobility is often unpredictable IP technology based on MOBILITY 5. 2012 Avaya Inc. All rights reserved. 5 Where we need to go today 6. 2012 Avaya Inc. All rights reserved. 66 Why Move to Next-Generation 1-1-2? Increase Capabilities Reduce and Control Cost Increase Capacity Drivers More STUFF Less COST 7. 2012 Avaya Inc. All rights reserved. 77 Why Move to Next-Generation 1-1-2? GIS/Map & CAD Integration Geo-spatial call routing (location) SMS, Real-Time-Text and media (video, images) SIP (EENA 112LTD compliance) Capabilities Cool STUFF Less TIME 8. 2012 Avaya Inc. All rights reserved. 88 Why Move to Next-Generation 1-1-2? PSAP Consolidations SaaS Offerings (Hosted NG PSAP) Leveraging Existing Investment Costs Less COST More STAFF (EENA 112LTD Compliance) 9. 2012 Avaya Inc. All rights reserved. 99 SMS MMS Session Recording Language Line Poison Control Social Services CALLER 9-1-1 DATA Additional Data NENA 08-003 Section 5.7 Bridging PC3: Persistent Contextual Collaborative Conferencing 10. 2012 Avaya Inc. All rights reserved. 1010 Collaborative Conferencing ESInet Host Data Exchange Multi-Media PC3 Bridge Multi-Media PC3 Bridge Multi-Media PC3 Bridge Multi-Media PC3 Bridge 11. 2012 Avaya Inc. All rights reserved. 11 1 2 3 4 5 Persistent Data Automatic Crash Notification 1. Vehicle involved in an accident 2. eCall sends 1-1-2 Provider vehicle telemetry data 3. PSAP establishes conference with appropriate agencies and resources 4. Data is analyzed 5. Trauma resources are readied in advance Intelligent Data Intelligent Devices Intelligent Network Proactive Management Intelligent Routing Situational Awareness Intelligent Delivery Work Flow Assignment PC3: Persistent Contextual Collaborative Conferencing 12. 2012 Avaya Inc. All rights reserved. 12 1 2 3 4 5 Persistent Data Callers with disabilities 1. Caller initiates Total Conversation call for assistance 2. Carrier connects caller to Public Safety network 3. PSAP establishes conference with Video Remote Interpreter 4. VRI is added via split screen video 5. Recording and logging from ALL parties Intelligent Data Intelligent Devices Intelligent Network Proactive Management Intelligent Routing Situational Awareness Intelligent Delivery Work Flow Assignment PC3: Persistent Contextual Collaborative Conferencing 13. 2012 Avaya Inc. All rights reserved. 13 ESInet Backbone of 112LTD High Availability Redundant Metro Ethernet / MPLS 1-1-2 Tandem LEGACY NETWORK MSAG ANIALI ESRP Call Routing (ECRF) Location Validation (LVF) 112LTD Data Services Data GIS Selective Router Legacy Network Gateway Legacy PSAP Gateway 14. 2012 Avaya Inc. All rights reserved. 1414 Summary Current and Emerging Technologies can enhance public safety TODAY Routing of Information becoming the critical capability in a PSAP Demographics and Behaviors are Changing 15. 2012 Avaya Inc. All rights reserved. 15 Avayas Vision and Strategy for Citizen Experience Management 16. 2012 Avaya Inc. All rights reserved. 16 Jay Roberts The expensive new Onyx guitar that I bought at Midwest just last week is already warped! May 6 at 10:32am Like Comment Midwest Hey Jay, were sorry we hit a low note with you. Wed like to help, please click http://bit.ly/iMRgWZ to connect with us live. Thank you! May 6 at 10:33am 2 people Mobile Social Video Digital Manage multiple calls, just like in the office Quic kly find all your cont acts Set presence information Select communication modes Manage contacts, call log & IMs Launch email from history or contact fan Context Driven The Changing Citizen Communication Landscape 17. 2012 Avaya Inc. All rights reserved. 172010. All rights reserved. Avaya Confidential Workforce Optimization Citizen EMAIL Self Service Management & Administration IM Government Applications Public Safety Expert Assist Expert Assist Expert Assist Avaya AuraTM Citizen Interaction Suite Solution & Promise Avaya Flare User Experience Avaya Aura CC 18. 2012 Avaya Inc. All rights reserved. 1818 Smartphone to Agency - Intent and Context Context with interaction Up to now: ANI, collected digits Now via mobile device: Branded Application Data Social Media profile Application history Camera Photos Microphone recordings Geo-Location coordinates Device information Profile Information confirmation from Verint that a co-resident Viewer/CAM for Gexels environment will be supported. 19. 2012 Avaya Inc. All rights reserved. 19 Proactive Outreach Manager What is it? Integrated multichannel outbound solution Why does it matter? Enables proactive outreach to citizens with rich, relevant, multimedia interactive notification and alerts Value and Differentiation Integrated inbound/outbound automation leveraging Avaya Aura Experience portal as core platform Sends personalized Voice, SMS, E-mail notifications Powerful strategy builder to escalate between automated voice, e-mail and SMS Extensive web services for rapid integration Based on the industry-leading VXML platform Lower overall costs of service and improved inbound call volume management Campaign + Customer data SIP Proactive Outreach Manager Live Agent (only as needed) Voice Text E Mail Today Whats Next On the Horizon Proactive multichannel differentiation, efficiencies, cost reduction Unified event based predictive dialing & multimedia notifications Best-time-to- outreach customer strategies DESIGN MANAGEMENT INTERACTION PERFORMANCE EXPERIENCE 20. 2012 Avaya Inc. All rights reserved. 2020 Avaya Speech Analytics 2.0 What is It? Speech search and analytics solution used by Public Safety Analysts and OEM Directors to rapidly and efficiently analyze call recordings. Why does it Matter? Gain key incident intelligence to drive response efficiency, improve agency effectiveness; Improve citizen experience and satisfaction Provides insight into agency performance and resource optimization. Ensure policy and regulatory compliance. Value and Differentiation Based on Phonetic technology, search and index directly on audio content Out-of-the box dashboards and reports for common call center KPIs. Today Whats Next On the Horizon Vendor agnostic reporting of key operational and business KPIs on call recordings. Simple, low effort deployment Automation hands off Integration simple connectivity Scale complete data view Real time actionable intelligence Real-time intervention capable Integrated to overall customer experience analytics DESIGN MANAGEMENT INTERACTION PERFORMANCE EXPERIENCE 21. 2012 Avaya Inc. All rights reserved. 2121 Avaya Presence in Public Safety Avaya employees maintain active memberships with several industry organizations in the US and Europe www.nena.org www.apcointl.org www.eena.org 22. 2012 Avaya Inc. All rights reserved. 22 Next Steps . . . .