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CHARLESTON COUNTY, S.C. (WCSC) – The Charleston County Consolidated Emergency Communications Center has adopted a new and more advanced call-handling software that improves emergency responses from the public and first responders.
The dispatch software, the Carbyne Apex Call Handling Solution, will introduce six features that increase situational awareness:
- Images and Video: Callers will be able to share live images and videos with the ECC.
- Location Services: Dispatchers will be able to send a link to obtain the exact coordinates of the caller’s location if their location is not automatically transmitted. Dispatchers will have temporary access to their exact location once the caller accepts the link.
- Responder Link: Dispatchers can transmit both received images and videos to first responders on the field.
- Translation: Allows seamless communication with non-English speaking callers by transmitting conversations in real time.
- Triage: Focuses on emergency calls and ensures that simultaneous incidents do not get delayed by other emergency calls.
- Voice to Text: Dispatchers will receive real-time text transcription of what the caller says over the phone.
Charleston County spokesperson Chloe Field said the Charleston County ECC has teamed up with Carbyne to integrate the new system alongside RapidDeploy Radius Mapping, which is a platform that provides several key benefits that include:
- Access to caller-provided emergency data.
- Crash data from Bosch, OnStar and other vehicle safety services
- Enhanced alarm data from security companies
- Instant messaging between 911 centers for information sharing
- Outbound text message capabilities for two-way communication with 911 callers
ECC Director Jim Lake said the new system will improve effective communication to ensure callers will get the necessary help as quickly as possible.
“By improving accuracy, communication, and situational awareness, it helps ensure that people in crisis get the help they need as quickly as possible. Our telecommunicators and first responders rely on clear and timely information, and these tools will make a real difference in their ability to respond effectively,” he said.
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