Information Systems Laboratories Inc. is designing a system to track the movements of each firefighter and provide data on their health and equipment, which would be relayed to a fire commander or fellow firefighters at the scene. The San Diego company has dubbed the system the Wireless Firefighter Lifeline and was recently awarded a $100,000 grant by the National Science Foundation to develop it.
Standard location technology such as global positioning systems often can't operate in large buildings where signals from transmitters are scrambled and frequently can't pin down firefighter locations to within a single meter, says J. Doss Halsey, the Information Systems VP who hatched the idea of the Lifeline. To beat signal scattering, the lab is working on a system that works at a lower frequency but uses a higher-power band to penetrate obstacles. When firefighters arrive at a blaze, they would set up a mobile LAN, putting receivers on their vehicles or at the corners of buildings and wearing tiny transmitters, Halsey says. The lab's system also would send information such as biometric data, including heart and respiration rates, as well as data on air-bottle levels, external temperatures, and carbon dioxide levels.
Every year, about 100 firefighters die in the line of duty, and roughly 16% of them do so when lost or trapped in a burning building, according to the United States Fire Administration.
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Insurance Providers: Improving Customer Retention through the Contact Center
Customer experience is a big deal for the insurance industry, and doing it right has never been more critical than now. In fact, Nationwide Insurance found that a 1% increase in customer retention increased annual premiums by $1 million. In order to master providing a consistent – and consistently positive – customer experience, insurance companies must rebuild their contact center operations around the customer. The problem? Desktop complexity in the insurance contact center, which is particularly prevalent in the insurance industry. Some insurance companies have more than 20 applications and tools on the desktop. That means that CSRs, who are supposed to provide quality and timely service to customers on each call, end up navigating through dozens of non-integrated applications. The good news is that implementing a unified desktop in the contact center will help insurers overcome all of the above-mentioned challenges, giving the CSR that fully integrated view of each customer. A unified desktop solution is the quickest and most efficient way to improve customer retention while reducing your cost of operations – it’s the insurance policy you need to keep your customers’ business for years to come.

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