Versaterm’s Next-Gen Technology Helps Emergency Call Centers Manage Calls More Efficiently  

Canada’s public Safety Answering Points (PSAPs) and Emergency Call Centres (ECCs) are preparing to switch to a modern emergency response system – called Next Generation 9-1-1 or NG 9-1-1.

There are many benefits to moving from an analogue system to a digital, internet protocol (IP)-based system. For example, the system can manage call volume and track locations more precisely so that a multiple-call incident, like a multi-vehicle collision, does not cause broader confusion among dispatchers when several callers report the same emergency.

In the future, Canadians could share a video of an incident and provide medical details to first responders, enhancing emergency response with increased safety, speed and informed decision-making.

The federally mandated deadline of March 2025 gives PSAPs just over a year to transition to the modern emergency communication system.

Ottawa-based Versaterm at the Forefront

Versaterm, founded in 1977, is committed to designing a purpose-built ecosystem that enhances community safety and improves service levels for Canadian callers.

As a key contributor to the Emergency Services Working Group, Versaterm collaborated with the Canadian Radio-television and Telecommunications Commission (CRTC) to define the technical requirements and implementation of the new NG 9-1-1 standards. Versaterm is committed to producing compliant solutions and being influential in defining and implementing the standards.

Rohan Galloway-Dawkins, Chief Product Officer of Versaterm, spoke about the new technology and its contribution to the migration to NG9-1-1 in 2025. “Our approach is to simplify NG9-1-1 compliance for call centres by streamlining migration to more efficient solutions today and providing technology that can expand to support future NG9-1-1 capabilities.”

Versaterm Komand911, powered by Ontario subsidiary Komutel, is a new solution that simplifies call takers’ work and supports Canada’s upgraded 9-1-1 system. The softphone can expand to support new capabilities with the new infrastructure.

Versaterm Komand911 provides call takers with enhanced flexibility by operating as a browser-based service accessible anywhere, anytime. This enables call takers to use the softphone solution from their dispatch centre or even remotely when needed — enhancing operational flexibility and versatility.

The solution’s user-focused interface features include customizable 9-1-1-specific modules for quick visibility into incident information, real-time text messages, instant replays, a directory of agencies, and geolocation maps. Galloway-Dawkins describes the benefits. “The shift to NG9-1-1 will equip emergency call handlers with precise location data and up-to-the-minute situational information, enabling them to coordinate a more effective response to their communities.”

With the impending launch of NG9-1-1, the Versaterm Komand911 softphone solution integrates seamlessly with many computer-aided dispatch (CAD) systems, such as Versaterm CAD. The application interfaces easily with other products in Versaterm’s public safety ecosystem, including the Komlog solution for emergency call recording and the Unanswered Call Management System.

The adoption of NG9-1-1 has become crucial to overcoming the constraints of the legacy analogue 9-1-1 system. A digital infrastructure enables it to adapt to the constantly evolving technology landscape. This transition helps ensure a faster, more resilient system, benefiting the public and emergency responders.

For more information on Versaterm, visit versaterm.com/emergency-call-handling. To learn more about career openings, including those in Ottawa, visit versaterm.com/careers.