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News : With pan-India Helpline 112, Police Response to Distress Calls in Kerala Gets Faster and Transparent

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Thiruvananthapuram, India, Sept, 2019 -- The project, funded by the Union Ministry of Home Affairs, was rolled out on February 19 this year with the aim of bolstering police response systems to distress calls landing on 112, a new, pan-India number.

On a recent muggy afternoon on the sixth floor of the Kerala Police headquarters in Thiruvananthapuram, there were all kinds of phone calls coming in.

"Are you saying there’s a snake inside the postbox? Is it dead?" an officer responded to a caller from Thiruvananthapuram city.

In another corner of the room, an officer tended to a different problem from Thiruvalla town in Pathanamthitta district. "Okay, so there’s an intoxicated man creating a brawl at your friend’s house. Tell your location please and we’ll send an officer shortly," he shouted into the phone.

These are the scenes at the centralised Emergency Response Support System (ERSS) control room of the Kerala Police, working round-the-clock, tending to complaints of all nature from the public. The project, funded by the Union Ministry of Home Affairs, was rolled out on February 19 this year with the aim of bolstering police response systems to distress calls landing on 112, a new, pan-India number. Instead of dialling different helpline numbers such as police (100), fire force (101) and ambulance (112), the public can now call on 112 for quick, unified response services. The ERSS project is in line with the recommendations of the Justice Verma committee in the backdrop of the 2012 Delhi gangrape case.

The ERSS software, developed by the Centre for Development of Advanced Computing (C-DAC), Pune, involves multiple levels of intervention. All distress calls and text messages to 112 from across Kerala land first at the centralised control room in Thiruvananthapuram. The details and location of each distress call is jotted down, fed back into the software and re-routed to the respective district control rooms in less than a minute. Officers at the district control rooms, upon seeing the distress call light up on their computer systems, can identify the approximate location of the caller and subsequently send the nearest police vehicle to the spot. The live movement of every police vehicle, available in a city or district, through GPS can be viewed by officers inside the control room. Additionally, there are four officers assigned to each police range to assess feedback from callers and submit reports on the police response time. This way, errant officers failing to resolve the issue on time can be hauled up.


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In a large freshly-painted room at the police headquarters, around 23 male and female officers sat diligently scanning the computer systems in front of them, waiting for the phones to ring. The computers, loaded with the C-DAC software, allow an officer to plot a caller’s location on a Google Map and enter the details of the incident. After the case is routed to the respective district control room, the officer in Thiruvananthapuram can continue to track the ‘event’ in real-time and keep a tab on whether the police have responded to the incident. This is a departure from the old system where officers would respond to callers dialling ‘100’ and then use a wireless to despatch a vehicle. In the old mechanism, there was little scope for monitoring real-time and therefore any space for transparency. As of now, 11 of the 19 police divisions in the state have routed all calls from 100 to 112.

"The system is transparent and everything is tracked right from the time the call lands on our computer. It helps the police take action faster," said Ashokan Chembadan, a Deputy Superintendent of Police, in-charge of the control room.

The ERSS network is completely virtual and replaces the old system where officers handle calls on phone manually and then despatch vehicles through the wireless. With ERSS, there is a digital footprint for every distress call, right from the moment it lands to the time the local police on the ground visit the spot and file a closure report on the status of the incident. As compared to the police helpline 100, on which lines would be perennially busy due to dropped calls, the new system keeps the line free for the actual victims.

Officers, taking calls, said the ERSS platform was particularly helpful during this year’s floods and landslides in the state to help out people stuck in homes surrounded by rising waters. "We were able to send ambulances and medical help to a lot of people on time," said Shijin, an officer.

If road accidents and clogging of traffic take the top two spots for the most common nature of distress calls, harassment of women, particularly that of physical assault by drunken men, takes the third spot. NCRB data in 2014 had shown that 59 per cent of crimes in Kerala are related to alcohol abuse.

"We get a lot of calls from women complaining of abuse from their drunken husbands, fathers and brothers. Many of these calls come post-midnight and more on weekends and holidays. In such cases, we despatch our officers immediately to solve the issue," said Beena, one of the four officers in-charge of each police range deputed to look into the feedback mechanism.

In one such distressing recording of a phone call, a victim could be heard crying into the phone, "Sir, please come quickly. My brother is beating me to death."

Interestingly, Beena adds that a lot of the women at home, who bear the brunt of domestic violence by their husbands, don’t want the police to file a case. "They want us to just intimidate their husbands. Some of them have even called back to say that after we intervened, their husbands don’t beat them anymore," she said.

An officer at the Kochi police control room has drawn up a mental pattern of such incidents. "By 5 pm, these men, mostly daily wagers, would start queueing up in front of the liquor shop after work. And by 9 pm, they would have drank till the last drop. Post 10 pm, after they reach home, the assault starts and soon enough, we get calls," an officer said, without dilvulging his name.

The more serious cases, where victims want to press charges, get transferred to the police stations where the law takes its course.

Aside from dialling 112, victims can also send text messages to the number and use the panic button on the mobile app specially designed by C-DAC. There are also talks between the MHA and the mobile service providers on providing the police with the exact location of the victim using his/her cell tower.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://indianexpress.com


Today's Tip of the Day - Can You measure It?!

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

Published: Tuesday, September 17, 2019

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2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

2.) 
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.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.) 
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Call recording solution fully integrate to all main pbx solutions.

9.) 
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InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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