Case Study: Portuguese Interior Ministry achieves fully redundant, future-proof Portugal 112 emergency service with Avaya

Portugal’s National Safety Improved with Omnichannel Technology

Portugal 112, Portugal’s national emergency service under the Interior Ministry, upgraded its emergency-call infrastructure to eliminate regional PSAP weaknesses and meet new EU rules. The challenge was to replace 11 district PSAPs, add eCall functionality, guarantee access for hearing-impaired callers, integrate multiple emergency agencies, and build full redundancy so service would remain uninterrupted during overloads or failures.

The solution combined an upgraded COSul center and a newly built, fully redundant CONor center using Avaya Aura, Breeze and Scopia technology, integrated CAD/GIS, eCall modems and a video/sign-language app. The result is a resilient, future‑proof platform that complies with EU requirements, improves caller localization and accessibility, supports ISDN‑to‑SIP migration and video calls, and ensures continuous, faster emergency responses that help save lives.

Portuguese Interior Ministry

Colonel Vitor Judicibus

Head of Critical Communications Multidisciplinary Team