Control rooms  |   Video  |  2024-06-28

Motorola Solutions Transforms 9-1-1 Experience to Speed Emergency Response

Source: The Critical Communications Review | Gert Jan Wolf editor

New 9-1-1 software helps manage information overload; eliminates steps between call handlers and emergency dispatchers.

Motorola Solutions (NYSE: MSI) announced the launch of VESTA NXT, powerful 9-1-1 software that maximizes call handler speed and efficiency while reducing information overload and stress. The technology offers a virtual response assistant that uses AI to resolve non-emergency calls and connect callers to resources, which can lessen a call handler’s workload by an estimated 20-35%. It brings critical data - like maps, floor plans, caller information and more - from across public safety systems, onto a single platform, using assistive AI to extract and summarize information and help call handlers more quickly share key call details with dispatchers.

“When a person dials 9-1-1, a call handler is inundated with a deluge of data they need to process and verify in seconds before a dispatcher can send out help,” said Todd Piett, corporate vice president of command center technologies at Motorola Solutions. “We’ve brought the entire call handling workflow under one platform and applied thoughtful design and AI to help sort, surface and synthesize key knowledge. VESTA NXT bridges the information divide between call handler and dispatcher.”

“During an emergency, so many members of the community want to help, which is an amazing thing. Yet all this information places the call handler under a lot of stress to process it and act quickly without missing a key detail,” said John Jokantas, director of Hancock County 9-1-1 in Indiana. “Fewer clicks, fewer tabs and not needing to dig for information frees up a call handler to be more present for that caller in their moment of need.”

VESTA NXT surfaces key contextual information to support a call handler under stress. For example, if a 9-1-1 caller on a highway reports a vehicle matching an Amber Alert, the software can visualize the caller’s verbal descriptions of their location onto a single map view and create an evolving real-time summary of the call for dispatch. If a caller reports a heart attack, the software can surface relevant medical information or other data in the person’s Smart911 profile to orchestrate a response that could help save that person’s life. It can also quickly pinpoint key information for first responders, like floor plans of the building or video streams that people at the scene share with 9-1-1.

VESTA NXT is available as a cloud or on-premises solution and offers users the same experience across desktop, laptop and tablet. It will be showcased at booth #1004 and in the Innovation Theatre at the National Emergency Number Association (NENA) Conference in Orlando, FL June 28-July 3.

Sixty percent of U.S. public safety answering points (PSAPs) use Motorola Solutions' call handling software and the company’s AI-enabled tools transcribe and translate millions of minutes of 9-1-1 call audio each month. Many of VESTA NXT’s AI-enabled features are also available for Motorola Solutions’ VESTA 9-1-1 emergency call handling software.