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Challenges with Video communication to PSAPs

Public-Safety Answering Point or Public-Safety Access Point is abbreviated as PSAP. It is a call center where emergency/non-emergency calls (like police, fire brigade, ambulance) initiated by any mobile or landline subscriber are terminated. Wikipedia has details on this here.

At the EENA Conference 2022 David Wales, Customer Experience Expert & Filip Malenak, Managing Director, Zachranka presented a talk looking at Video communication to PSAPs - a human perspective.

The abstract says:

With new information and communication technologies, there is a growing demand to make it possible for citizens to contact emergency services by video. But allowing video communication with PSAPs comes with many challenges, both for the caller and the call-taker. In this presentation, the speakers will focus on the human experience in the video communication with PSAPs.

The video of the talk is embedded below:

You can read more on this topic in this document by EENA here. There is case studies from Austria, Hungary, Czech Republic & Slovak Mountains within the document that will help understand the issues better. 

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