This week marked a significant advancement for Charleston County’s emergency services as the Consolidated Emergency Communications Center (ECC) launched a new call handling software designed to enhance the efficiency and effectiveness of its 911 response capabilities. The newly implemented Carbyne Apex Call Handling Solution equips the ECC with several innovative features that promise to improve both the speed and quality of emergency responses.
One of the key enhancements brought by this new system is the voice-to-text functionality. This feature allows call takers to see a real-time text transcription of the caller’s spoken words, which significantly reduces errors and improves the clarity of communication. This is particularly crucial in high-stress situations where every detail matters and can greatly impact the outcomes of emergency responses.
Additionally, the software includes a translation feature that facilitates instant communication with non-English-speaking callers. This real-time translation ensures that language barriers do not delay emergency services, broadening the accessibility of quick help to a diverse population. Such capability is vital in a multicultural community like Charleston County, where residents may speak a variety of languages.
The new system also introduces a sophisticated triage process that prioritizes calls based on urgency. This means that in situations where multiple incidents are reported simultaneously—such as several calls about the same accident—the system ensures that other emergencies are not overlooked or delayed. This streamlined process is designed to optimize response times across the board.
Another innovative feature is enhanced location services. If a caller is unable to communicate their location, call takers can now send a link that, once accepted, provides precise coordinates of the caller’s handset. This feature is invaluable in situations where a caller might be disoriented, injured, or unaware of their surroundings.
Furthermore, the Carbyne Apex system allows callers to share live images and videos directly with the ECC. This capability can be crucial for providing visual context to complex or rapidly evolving situations, enabling dispatchers and first responders to better assess and respond to incidents. The system also includes a feature where these visuals can be directly relayed to responders in the field, further enhancing their situational awareness before they arrive on scene.
To complement these new features, Charleston County ECC has integrated the Carbyne system with the existing RapidDeploy Radius Mapping platform. This integration offers additional benefits such as access to emergency data provided by callers, including medical information and preferred language, outbound text messaging capabilities for interactive communication, and instant messaging between 9-1-1 centers for seamless information sharing. It also includes access to crash data from vehicle safety services and enhanced alarm data from security companies.
“This new system represents a major advancement in how we handle emergency calls,” said Charleston County ECC Director Jim Lake. “By improving accuracy, communication, and situational awareness, it helps ensure that people in crisis get the help they need as quickly as possible. Our telecommunicators and first responders rely on clear and timely information, and these tools will make a real difference in their ability to respond effectively,” Lake added.
The introduction of the Carbyne Apex Call Handling Solution is a game-changer for Charleston County, promising a new era of improved emergency service delivery that is faster, more accurate, and highly responsive to the needs of the community.
