Avaya established a centralized contact center in Lucknow, the state capital, to facilitate faster response time to emergency calls, with the ability to support more than 600 calls at any given time.
Avaya has announced today the successful completion of its UP 100 project with the state government of Uttar Pradesh, India’s most populous state. One of the largest and most ambitious projects ever undertaken by the Uttar Pradesh police force, the UP 100 project is designed to provide integrated emergency services across the entire state, including rural areas, on a 24 x 7 basis.
Uttar Pradesh needed a system that could handle growing numbers of emergency calls, greater variety of connectivity technologies, and a diversity of responses. The solution is based on an integrated communication model, capable of responding to multiple communications channels, including phone, mobile, e-mail and social media. The contact center supports all dialects of Hindi and some foreign languages. Video calling features also support users with special needs, with agents available that can read sign language and help provide support to people in distress.
The system not only provides a seamless user experience throughout the process, but can also eliminate the need to visit a police station in some instances – a process that can be very distressing for some citizens. The robust IT system by Avaya creates a detailed digital trail of all activities, documenting all issues electronically without police intervention. The system also allows citizens to upload pictures or videos, which gets tagged with their calls and forwarded to the concerned police station electronically for taking cognizance.
“This citizen-centric solution will empower citizens to get government assistance in an impartial and honest manner in emergencies threatening their life and property and make the police accountable for their actions. We believe it will lead to a fundamental shift in the way the police provide services at grass-roots level, which will benefit all law-abiding citizens. We are proud to work with Avaya and are confident that this will further strengthen the police emergency response system in the State of Uttar Pradesh”, said Anil Agarwal, IPS, Additional DGP (ADGP), Uttar Pradesh
“At Avaya, we have always believed that transformation is critical to ensure consumer experience and this emergency response system is a thoughtful step in that direction. This association with Uttar Pradesh state government gave us an opportunity to drive a transforming change for citizen in a country, which is moving towards digitization. We are certain that this technology will set in new yardsticks for citizen security in India and prove to be an example for other states to follow”, told Vishal Agrawal, Managing Director, India and SAARC– Avaya
