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Emergency call centre technology

From manual routines to life-saving automation: Transforming emergency dispatch with technology

October 22, 2025 David Fredman, Fredrik Byrsell Defibrillators

This blog post presents how Sweden's SOS Alarm has replaced manual, repetitive tasks in the emergency dispatch process with automation to save lives.

The Road to VoLTE Emergency Calling: Addressing the Opportunities and Challenges

December 20, 2023 Ciaran Moynihan Access to emergency services

The commercial and regulatory drive to roll out 4G/5G networks is generally welcomed by all stakeholders. Mobile Network Operators (MNOs) can increase network capacity by refarming valuable spectrum from "legacy" 2G and 3G network services to facilitate the provision of more enhanced services to their customers while regulators and authorities will be pleased to see faster speeds, better connectivity, and more enhanced and flexible communication services available to the public.

New Technologies, New Opportunities: Improving Accessibility in Emergency Communications

March 16, 2023 Bertrand Casse Access to emergency services

This blog considers the role of PEMEA in light of new accessibility requirements clarified by the recently adopted delegated regulation supplementing the European Electronic Communications Code.

Is 112 a valid emergency number in America?

October 7, 2024 Ciaran Moynihan Emergency call centre technology

This blog post explores the complexity of emergency numbers across different regions and how emergency calls are recognised and prioritised. The article also delves into how mobile devices and networks handle emergency calls using various technical standards and how they ensure the correct routing and priority for these critical communications, especially when users are roaming internationally.

Getting started with AI in public safety: A guide for Public Safety Answering Points

September 2, 2025 Nick Chorley Access to emergency services

This blogpost by offers a practical guide for Public Safety Answering Points on how to begin adopting AI, from call transcription and translation to predictive analytics and triage, highlighting both the opportunities to improve efficiency and save lives, and the need for careful planning, data security, and staff training.

Emergency communications over LTE and IMS: Unresolved issues and risks

July 1, 2025 Cristina Lumbreras Emergency call centre technology

This blogpost provides a summary of the most important issues EENA members have reported on LTE and IMS.

Prepare your PSAP for NG eCall with Cestel’s NextGen eCall decoder and NextGen IVS eCall Simulator

October 22, 2024 Bertrand Casse Emergency call centre operations

In this blog post, Cestel presents how their NG eCall decoder and NextGen IVS eCall Simulator can benefit PSAPs.

Upcoming changes in cybersecurity environment for PSAPs

October 17, 2024 Peter Lonergan Emergency call centre operations

This blog post covers what the new cybersecurity requirements established by the EU's new directive (NIS 2). The post explains the improvements to the previous directive, the benefits to PSAPs and the time it takes for the Directive to come into effect.

The Digitalisation of Emergency Services: A Journey to Efficiency and Safety

January 23, 2024 Alfonso Zamarro Emergency call centre operations

This blog will explore how best to understand digitalisation, the role it can play in Public Safety Answering Points (PSAPs) and emergency services, and how best to exploit its potential.

Teleworking for emergency call-takers

June 9, 2021 EENA Emergency call centre operations

The demands of the last year saw the rise of telehealth and teleworking. Many people, who had never before considered the possibility, were introduced to the concept of the remote office. The same can be said for emergency call-takers. As the importance of social distancing and quarantine became clear during the COVID-19 pandemic, many emergency call centres were presented with a unique challenge: how to continue to provide continuity of high-level service with the risk that call-takers would be unable to attend work? To address this, we saw the implementation of remote emergency call-taking.