Unified Communications, Contact Management, Incident Management and Dispatch

Hexagon Safety & Infrastructure and Frequentis are to provide North Wales Police with an upgrade to the force’s communications centre, integrating unified communications with contact and incident management and dispatch functionality.

Specifically, the existing Frequentis 3020 Integrated Communication Control System will be upgraded to the 3020 LifeX software platform and will then be integrated with Hexagon’s INTERGRAPH Computer-Aided Dispatch incident management and dispatch system. The result will be a single platform for managing emergency and non-emergency communications, including telephony, e-mail and chat. The use of a single workstation per operator position and COTS hardware in the data centre, alongside virtualisation, will facilitate infrastructure consolidation and will support future transition to the Emergency Services Network.

Robert Nitsch, Director Public Safety at Frequentis, explained: “By using 3020 LifeX and Hexagon’s I/CAD properly integrated, we are combining our understanding of the market needs with experiences gathered in existing contact centre solutions for the benefit of North Wales Police so they can increase efficiencies to meet their targets.”