Case Study: City of Newark, New Jersey achieves integrated, faster 9-1-1 call handling with Spok pc/psap

City Of Newark, New Jersey - Customer Case Study

The City of Newark, N.J., needed a reliable, flexible public-safety answering point (PSAP) solution for its 30-position emergency call center that could seamlessly integrate with its Avaya ACD for 9‑1‑1, police, fire and non‑emergency calls, retrieve ANI/ALI location data, and work with existing CAD/GIS and radio systems across multiple telecom platforms.

Spok deployed its Windows-based pc/psap CTI application integrated with Avaya BCMS and Verizon ALI, delivering immediate caller and location information on call-taker workstations and linking to Intergraph CAD/GIS, call logging and Motorola radio systems. The result was seamless multi‑platform integration, real‑time visibility of caller/location data for every 9‑1‑1 call, and reliable support for Newark’s mission‑critical 30-agent PSAP.

City Of Newark, New Jersey