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News : Karachi Police ‘Revamping Emergency Response Mechanism’

#contactcenterworld, @sindhpolicedmc

Karachi, Pakistan, Feb 5, 2020 -- The Karachi police is revamping the emergency response mechanism on modern international standards. A dedicated deputy inspector general (DIG) is now operations in charge of Madadgar Command Control (MCC-15) and associated services.

Talking to The News, DIG Maqsood Memon, head of the security units of the Karachi police, including the MCC 15, said that the Security and Emergency Division comprises various police units working together to strengthen the MCC 15.

The revamped MCC 15 will ensure first responders to all calls, hot pursuit of criminals, prevention of street crime, surveillance of anti-social elements, snap checking, information gathering, public facilitation and help, SOS alerts and coordination with emergency services.

DIG Memon said the MCC 15 now responds to any situation within nine minutes, whereas the earlier response time was 30 minutes. The force would be equipped with modern gadgets, including mobile tablets, security cameras, and wireless communication and trackers.

The force will have access to the identity verification system (IVS) to check the genuineness of the CNIC, to the vehicle verification system (VVS) to identify unregistered and stolen vehicles and motorcycles, to the criminal record verification (CRV) to check the criminal history of a person, incident tagging to capture details of any incident, surveillance of persons released from jails, the tenants information system (TIS) and traffic management etc.

DIG Memon said a proper monitoring mechanism would be in place by establishing a separate command desk at command and control centre to monitor the activities of the force. The location and movement of each patrol vehicle would be recorded, live-streaming of the all response vehicles would be monitored and recorded, snap checking would be recorded and instructions would be communicated from the command desk, he added.

Describing the MCC 15 improvements, he said they have made some major improvements so far without incurring any additional expenditure. After the establishment of the Security and Emergency Service Division Karachi, he added, the following improvements have been made in MCC 15: the strength of emergency services have been increased from 1,100 police personnel to 2,200 personnel; previously, 106 police mobiles were deployed for 15 emergency services, but now 40 and 30 additional vehicles from the SSU and the Muhafiz Force respectively are being utilised for emergency calls; additional personnel of the SSU had been deployed at Madadgar Call Centre; seven deployment centres have been established in each district of the Karachi Range, wherefrom all fleet and ground staff will be dispatched for duty in order to give a quick response; and two DSPs in two shifts are deployed in each zone for the supervision and monitoring of the deployment centres.

He added that a biometric attendance system has been installed at every deployment centre for proper monitoring and supervision of manpower, KOT is established at every deployment centre, third shift has started for better performance, 15 emergency mobiles are working around the clock, and the deployed strength of emergency services is facilitated with accommodation at four places (CTD Building PTC Saeedabad, Chowkandi Base, Headquarters Khawaja Ajmair Nagri and Garden Headquarters Karachi).

The DIG security said the strength of IT staff had been increased to seven from one at old 15. Only two PRIs were working at 15 emergency call centre, but now one new PRI had been added and there were now three PRIs working, he added.

District-wise dispatchers have been increased from five to seven and now every district has a separate dispatch, and the staffers of telecommunication and wireless sets have also been increased. Chairs for call agents were insufficient; therefore, 80 new chairs have been provided to 15 emergency call centre and service level has increased from to 98 per cent.

DIG Memon stated that the revamping of the MCC 15 included call recording, a listening and feedback system had been acquired for quality improvement, and the fuel limit of Madadgar 15 vehicles had been increased from 10 liters to 15 liters per day.

Apart from that, he said that to further improve the capabilities of the personnel of the newly formed division of the Sindh Police he had requested the Sindh inspector general of police for emergency services response training.

He shared that the Sindh police had formed a new division, namely Police Security and Emergency Services

Division, headed by the DIG Security and Emergency Services Division, Karachi, and the main objective was to streamline the security deployment adn emergency response to ensure a safe and secure environment in the city.

The newly established division has started functioning to cater to emergency response needs with the available resources. In order to further improve the police emergency response and security, it is essential to equip and train the personnel as per the set international standard to respond rapidly in emergency situations, he added.

This newly formed division of the Sindh police would like to get 400 personnel of the Security and Emergency Services Division trained for emergency response services, emergency call operators, surveillance operators and dispatch officers’ tasks of emergency response services (Dolphin Force) by the Punjab Police and Punjab Safe Cities Authorities in the first phase.

He added that it has been requested that a focal person be nominated for coordination and assistance to initiate the above training programme in order to provide a safe and secure environment to the citizens of Karachi.

#contactcenterworld, @sindhpolicedmc

Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - Find The Right Solution

Read today's tip or listen to it on podcast.

Published: Thursday, February 6, 2020

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2022 Buyers Guide Computer Telephony Integration

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

AMC Technology

DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.


CRM integration
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.


NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.


What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.


Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

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