Avaya India has completed its UP 100 project for Uttar Pradesh government to provide emergency services across the state, including rural areas.
UP 100 – implemented by Avaya India – enables the Uttar Pradesh state government to handle emergency calls, connectivity technologies, and responses. Avaya has set up a centralized contact center in Lucknow, the state capital, to enhance faster response time to emergency calls, with the ability to support more than 600 calls.
“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,” said Anil Agarwal, additional DGP (ADGP) of Uttar Pradesh.
The Avaya solution is 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 support users with special needs. Contact center agents can read sign language and provide support to people in distress.
The system provides a seamless user experience throughout the process and eliminates the need to visit a police station in some instances.
The IT system by Avaya documents 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.
“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,” said Vishal Agrawal, managing director, India and SAARC – Avaya.