Non-Emergency Call Diversion

Deploy an automated solution to deflect non-emergency calls from your 911 emergency contact center.

In the face of rising call volumes and staffing shortages, 911 emergency contact centers are frequently overwhelmed by the sheer volume of non-emergency calls. Automate the handling of non-emergency calls and boost constituent satisfaction with an easy-to-deploy, user-friendly solution from Morse, leveraging Amazon Connect.

Instead of enduring long wait times, non-emergency calls can be deflected from emergency operators and quickly serviced with IVR prompts that guide citizens through the proper steps of reporting their issues. Calls can be automatically rerouted to live personnel if needed.

Proven Municipality Outcomes

35%+ increase in call deflection

Hundreds of thousands in savings

30%+ increase in resolution speed

Increased resident satisfaction scores

Leverage the best tools of today

Our Non-Emergency Call Diversion solution upgrades your contact center capabilities with industry-leading tools. With robust omnichannel capabilities, ML-powered automation and built-in analytics, you can leverage a deep understanding of your callers to deliver exceptional service that fits their needs.

Omnichannel Engagement
Allow residents to engage with their communication channel of choice thanks to true omnichannel capabilities.

ML-Powered Service
Utilize natural language recognition and intelligent routing protocols to quickly serve the correct IVR prompts for non-emergency issues.

Data-Driven Insights
Analytical insights drive continuous improvement in resource allocation and practices. Analyze call content, sentiment, success probability, unanswered topics, and more.

Benefits

A true win-win scenario, Non-Emergency Call Diversion allows you to reduce costs, alleviate the burden on your emergency contact center personnel, and improve the customer experience - all with one solution.

Reduce Call Volume
Significantly decrease the number of non-emergency calls handled by emergency services, ensuring resources are available for urgent needs.

Improve Non-Emergency Wait Times
Empower citizens to quickly report issues through the right channels and processes, without the need to wait for a human operator.

Achieve Cost Savings
Reduce the operating expenses required for optimal coverage. Powerful automation saves the need for new hires while offering class-leading service.