Case Study: City of Santa Rosa improves emergency call center response with Brightmetrics

City of Santa Rosa - Customer Case Study

The City of Santa Rosa turned to Brightmetrics, a call reporting and analytics solution for its Mitel MiVoice Connect phone system, when devastating October 2017 wildfires triggered a massive emergency response. As residents evacuated and the Emergency Operations Center (EOC) launched, the city needed to quickly scale communications, manage a surge in calls, and support first responders, staff, and volunteers with limited time and resources.

By using Brightmetrics, the City of Santa Rosa gained daily and hourly call metrics, visibility into call patterns, and trunk utilization data that helped leaders staff more effectively and reroute traffic as needed. The results were dramatic: the EOC handled 3,500 calls on the first day, reduced the call abandon rate from 50% to 0%, and cut hold times to under a minute. Brightmetrics also helped the city show the county exactly how much call volume was being transferred, supporting a smooth handoff during off-peak hours.

City of Santa Rosa

Ari Piotrkowski

Network System Analyst