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CAUCA trusts SignalWire APIs to run 9-1-1 Call Center | SignalWire

CAUCA trusts SignalWire APIs to run 9-1-1 Call Center

Case Study: CAUCA

Product Marketing Manager

Abbi Minessale

“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


CAUCA 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. The alert system sends every citizen within a city a prerecorded voice message from the mayor with important emergency or municipal information.

CAUCA started out using their own platform built with FreeSWITCH. As they grew and required more phone lines to handle their increased call volume, they moved to SignalWire knowing it was a platform they could trust.


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 needed a reliable and flexible platform that could receive calls and conference with dispatchers to help handle emergencies.

CAUCA also needed a platform that could handle sending emergency alert messages to every citizen within a small Canadian city, 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. Additionally, they did not want to run their message alert system through 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 emergency dispatch centers as well as their emergency alert system.

The Solution

CAUCA was impressed by the power of FreeSWITCH and chose SignalWire because they knew it was a platform and team 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 solution 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.


High Call Volume

CAUCA makes 6,000 outbound calls per day to provide Canadian citizens with real time emergency communication and municipal information.

Quick Deployment

CAUCA’s development team was able to quickly get their emergency call center service 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 prior FreeSWITCH users, CAUCA trusts SignalWire to handle their emergency communication traffic.

Learn more about CAUCA's call center solution here.