Wilmac Attends New Jersey NENA Conference 2016 - Wilmac Company - ContactCenterWorld.com Blog
Last week, I had the opportunity to attend the New Jersey NENA Annual Conference in Atlantic City. Wilmac has been involved as both a vendor and a presenter at NJ NENA in the past. I was excited to attend and connect with both current and future customers, with the goal of learning more about their needs and concerns, and how the ever-changing technology landscape in the PSAP, along with the continuing push toward consolidation and sharing of services, is affecting their decisions.
I certainly wasn’t disappointed in the discussions I was able to have. Several themes emerged through those talks and I thought I’d share them here so that you can consider their impact on your PSAP or agency’s operation.
- The rapid introduction of video, specifically body worn cameras, is a hot topic but has slowed in its progression. The early, emergency-like push to deploy body cameras has slowed in the interest of making sound decisions, from both an operational and fiscal perspective. The complexity of mass deployment, especially considering the collection and storage of the data, has given agencies reason to be careful.
- Evaluating PSAP personnel in a formal manner is something PSAPs are looking to streamline, enabling them to gain insights from the data more easily. There is a direct correlation between needing this data and the drive toward accreditation by the various entities, including the state and CALEA.
- Planning for technology upgrades needs to be an inclusive process, both internally and externally, involving vendors who are willing to be honest and consultative. This can help avoid problems later in processes, including duplicate systems provided by different projects doing part of the work rather than having a unified approach.
- Consolidation is a hot topic, and many agencies aren’t certain what direction will be taken with many PSAP operations and technologies.
The feedback I received and information I came back with is valuable for our Public Safety team. Wilmac’s consultative culture and drive to serve as a trusted partner with our customers is only enhanced by listening to interactions with our customers.
It was also great to share with our customers the growth we’ve had in our services team and the relationship we have with NICE Systems. Wilmac provides on-site support for both their direct and Motorola channel partner customers. This relationship demonstrates the superior level of subject matter expertise our team maintains, and continues to establish Wilmac as the most knowledgeable and experienced service provider available in the industry.
Publish Date: April 22, 2016 5:00 AM
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