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FreeSWITCH Users Trust SignalWire APIs to run 9-1-1 Call Center in Canada

Case Study: CAUCA

Abbi Minessale | Product Marketing Manager

Jun 18, 2021

“SignalWire is really easy. The first day I used the API I was surprised like - woah - I’m done already? It’s so easy to use.”

-Francis Tanguay IT Director at Cauca

Overview

CACAU uses SignalWire Voice to power their 9-1-1 emergency call center in Quebec, as well as their non-emergency 3-1-1 call center. They also utilize SignalWire for their message alert system, which sends every citizen within a city a prerecorded message from the mayor with important emergency or municipal information. Cauca began using their own platform built with FreeSWITCH but as they grew and required more phone lines to handle the 6,000 calls a day they began using SignalWire knowing it was a platform they could trust.


About CAUCA

CAUCA is a multi-service center that specializes in emergency and municipal communications. CAUCA primarily handles 9-1-1 emergency calls as well as access to fire departments, health and municipal emergency centers, and informational alerts. The company serves more than 100 cities in Quebec and represents 1.7 million citizens. CAUCA uses SignalWire to handle phone calls and to power its message alert system


The Challenge

CAUCA is an emergency platform that handles 9-1-1 dispatch calls; they require a reliable and flexible platform that can receive calls and conference with dispatchers to help handle emergencies.

CAUCA needed a platform that could also handle sending emergency alert messages to every citizen within a small Canadian city, adding up to about 6,000 calls a day.

CAUCA was previously running calls on their own platform they built on FreeSWITCH but as they grew, their system needed to handle more and more calls and they did not want to run their message alert system on the same phone lines that handled emergency calls. They needed a flexible and easy-to-use platform that could handle the traffic from their 9-1-1 dispatch centers as well as their emergency alert system.


The Solution

CAUCA was impressed by the telephony power of FreeSWITCH and chose SignalWire because they knew it was a platform they could trust. CAUCA has found SignalWire’s technical knowledge to be above and beyond and any questions they have had about communications in Canada have been answered thoroughly.

It was easy for CAUCA’s development team to get connected to SignalWire. The Dashboard is developer-friendly and divided by projects which makes it easy for CAUCA to run multiple applications at once.

CAUCA uses SignalWire Voice to run a 9-1-1 emergency call center as well as a 3-1-1 non-emergency line. CAUCA also uses SignalWire Voice to send alert messages to every citizen within a small city at the same time. 4,000-6,000 calls will be made to send audio recordings from the Mayor with important alerts and information. More than 100 different Canadian cities use this service and that number is growing.

CAUCA also utilizes SignalWire SMS for two-factor authentication and code validations to keep its website secure.


Summary

High Call Volume

  • CAUCA makes 6,000 calls at once to alert Canadian citizens about emergencies and municipal information.

Easy to Use

  • CAUCA’s development team was able to quickly get their emergency call centers and alert systems up and running on SignalWire.

Technical Knowledge

  • CAUCA was impressed with the unmatched technical expertise and knowledge from the SignalWire team.

Trusted Technology

  • As former FreeSWITCH users, CAUCA trusts SignalWire to handle their emergency call center. 


Learn more about CAUCA here.