avaya.com

Digital Transformation

Next Generation Emergency
Communication

Emergency
Services as drivers
for a new universeof communicationand interaction
with citizens
in emergency
situations

Emergency Services’ Digital Transformation for anadvanced multi—channel citizen engagement
A key element for Digital Transformation in Public Safety and Emergency
Services is to focus on interaction and engagement processes with callers
in need of support and help. Currently the industry is experiencing threecompelling transformations that will generate momentum towards innovation.
1. Citizens are changing their preferred channels for everyday
communication switching over the last decade from phone calls totext / visual—centric ways to interact with each other and exchange
information. On the other side, communication with emergency response
services stays focused on spoken language, probably the most direct
way of human interaction.
2. The European Union is about to update the Universal Service Directive,
leading the regulatory baseline for 112 emergency calls towards a legal
framework more compliant with digital age. The new text, to be introduced
as the European Electronic Communication Code (EECC), is expected
to regulate the industry from 2020 and beyond. The EECC also aims toextend emergency communication capabilities and reach, accordingly tochanged communication behaviors and citizens’ expectations.
The new 112 will fully embrace location—aware communication, first
introduced in 112 with eCall, providing automated calls from cars involvedin accidents. A second step is AML (Advanced Mobile Location) which
has been already introduced in some European countries and will help
locating callers using modern smartphones. EECC is expected to add1

avaya.com

Fact Sheet \ Digital Transformation

Avaya
BreezeTM
Client SDK

CallTaking

VoiceVideoSMS

RTTPSTNInternetA full feature cloud—basedcontact center as aservice solution:• True multi—tenantcustomer experience• Uses standard Avayasoftware• Flexible deploymentoptions• Scalable for seasonal
ebbs and spikes• Usage—based pricing

PSAP
Applications

Avaya BreezeTM

CTI

SIP SPCAD

Avaya AuraTM

GIS

Crisis
Mgmnt...

Web services

IoT
SocialMediaContext & Data
• Loc: eCall, AML• Sensors, triggers• ...

RadioCommunication

Avaya Session Border Controller

Public Warning as an element of Reverse 112, as well as providing fullaccessibility, especially for deaf people, as well as citizens with speechdisabilities. The accessibility project is summarized under the conceptof Total Conversation, moving beyond voice communication by adding
visual communication with Video and Real—Time—Text (RTT).
3. From an European overall perspective, transnational collaboration
support will be another area to focus on, as well as enhanced access toemergency services from private networks. This last element is a solution
to address the transition from ISDN communication to Voice over IP with
SIP with most major European Service Providers, and is considered thethird compelling transformation for driving innovation, preparing theground for the introduction of Next Generation 112 (NG112) the ultimate
goal for the industry.

New framework for Next Generation
Emergency Services
Using localization data, AML is well suited to support emergency calls,
but is not the only option. Leveraging HTML5 location—aware web
applications as an added service to regular 112 voice calls as well as
using Apps, these mechanisms will also have the potential to enhance
non—emergency communication in non—112 situations where proper
knowledge of caller‘s location is crucial.
Total Conversation is addressing needs of a specific group of citizens and itis also expected to increase the use of Multi—Channel access in emergency
services, including Social Media, aiming to add relevant context details
to communication, enabling call takers and dispatchers to make fast andeffective decisions, to increase emergency response’s speed and quality.
Considering specific applications in transnational collaboration, multi—agency
and cross—border response, the access to cloud—based communication andcollaboration will increase incident managing consistency and efficiency© 2018 Avaya Inc. All Rights Reserved.

2

avaya.com

across multiple independent agencies and response organisations,embracing a careful and controlled data exchange fully compliant with EU
General Data Protection Regulation (GDPR).
These upcoming changes and their influences on many levels, will increase
the effectiveness of multiple media, both for user—generated as well as forautomated communication, and is becoming a key requirement together
with most critical applications in Command and Control, Computer Aided
Dispatching and Geographic Information Systems.

Avaya’ssolutions focus
on supporting
any kind ofvoice, video,
text or social
realtime ornear—realtimecommunication.

Avaya’s solutions focus on supporting any kind of voice, video, text
or social realtime or near—realtime communication, with its highly
resilient and reliable Avaya AuraTM framework. The situational context
provided by all media, offering data about location and circumstancesof the communication, is managed by the PSAP application layer Avaya
BreezeTM. This open and extensible software framework leverages RESTful
web services and Java to automate and orchestrate workflows on thecommunication layer as well as between communication and application layer.
Considering that new media and new types of interactions are coming,
PSAP operational staff, call takers and dispatchers will see the needto change their operations or amend existing procedures accordingly,
to manage an eCall or to respond to an Internet of Things—originatedor automated communication. Therefor it will be increasingly importantto optimize the user interface and enable the selection of the mostappropriate device (PC, IP hardphone, softphone, smartphone, tablet or
Avaya VantageTM new generation devices).
In addition to workflow management and orchestration, Avaya BreezeTM
Client SDK enables the creation of purpose—built user frontends on thedevice of choice, handling realtime communications, as well as seamlessly
integrating these functions and capabilities into open third—party command& control PSAP applications. These clients can be both Apps based on Apple iOS
or Google Android smart devices, or fully Browser—based clients, leveraging
WebRTC on both sides, caller and call taker. Optimal client choice and design
to match operational requirements aims for the best possible user experience
without distracting PSAP staff from its core business of managing incidents
and emergency situations.
With Avaya AuraTM, Avaya BreezeTM, and Avaya Breeze Client SDKTM,Emergency Response Organisations are empowered to introduce Next
Generation Emergency Communication into their operation environment,
and at the same time to get prepared and ready to move to standards—based
Next Generation 112 once this service will be fully supported by international
standards and major Service Providers to allow an end—to—end digitallytransformed emergency services chain.

About Avaya
We take a flexible cloud approach and believe all organizations, including
large enterprises, will have a mix of how they leverage different deployment
options to run and operate their applications. We support all of the different
cloud models and mixes that exist to enable organizations to select themethod that suits their business needs. We expect a continued hybridizationof models, allowing our customers to mix and match these environments© 2018 Avaya Inc. All Rights Reserved.

3

avaya.com

Fact Sheet \ Digital Transformationaccording to their needs. Cloud is no longer an afterthought or bolt—onfeature. Our aim is that everything in our platform from now on is going to bebuilt from a cloud—first perspective.
With our solutions, we can address the needs of a diverse range of businesses,including large multinational enterprises, small and medium—sized businesses
and government organizations. Our customers operate in a broad range ofindustries, including financial services, manufacturing, retail, transportation,energy, media and communications, hospitality, healthcare, education andgovernment.

Communications Solutions

Principal executive offices:
4655 Great America
Parkway, Santa Clara,
CA 95054
Telephone number:(908) 953—6000
Website:www.avaya.com
Ticker symbol:
NYSE:AVYA

Our communications solutions include contact center and unified
communications solutions and real—time collaboration software andhardware products, all of which target small and medium to very large
enterprise businesses and can be delivered through a hybrid cloudenvironment. Our omnichannel contact center applications offer highly
reliable, scalable communications—centric solutions including voice, email,chat, social media, video, performance management and ease of third—party
integration that can improve customer service and help companies compete
more effectively.
Our unified communications solutions help companies increase employee
productivity, improve customer service and reduce costs by integrating
multiple forms of communications, including telephony, e—mail, instantmessaging and video. Avaya embeds communications directly into theapplications, browsers and devices employees use every day to create asingle, powerful gateway for voice, video, messaging, conferencing andcollaboration. We free people from their desktop and give them a morenatural and efficient way to connect, communicate and share—when,where and how they want.
Avaya also has an open, extensible development platform, which allows
customers and third parties to adapt our technology by creating custom
applications and automated workflows for their unique needs and allows
them to integrate Avaya’s capabilities into their existing infrastructure andbusiness applications.

© 2018 Avaya Inc. All Rights Reserved. Avaya and the Avaya logo are trademarks of Avaya Inc. and areregistered in the United States and other countries. All other trademarks identified by ®, TM, or SM areregistered marks, trademarks, and service marks, respectively, of Avaya Inc.
11/18 • MIS15229EN4