Next Generation 999

FourNet delivers mission critical services to fire, police and ambulance services across the UK. We provide highly available contact centre solutions delivering 999 & 111 services to the public and back office solutions to support a flexible, agile workforce.

The UK’s most critical communications – when it really is a matter of life or death.

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Mission Critical Services

FourNet delivers mission-critical solutions to the emergency services. We provide highly available contact centre solutions that deliver 999 & 111 services as well as back-office solutions to support a flexible, agile workforce.

Our expertise is in transitioning and integrating complex, legacy systems to deliver the latest communication, collaboration, and contact centre capabilities.

Our managed support service and proactive monitoring averts problems before they happen, helping ensure five 9s reliability for our emergency services customers.

FourNet has set the standard and created the blueprint for how public safety services can collaborate and work together.

Blue Light SIP Services

FourNet have successfully been delivering SIP services into Blue Light / Public Safety organisations since 2017. Our SIP service supports the delivery of life critical calls, whether they are 999, 111 or 101, to your control room. Our service is vendor agnostic which means it can be connected into any telephony, contact centre or control room platform. Our service will work with vendors including Avaya, Cisco, Unify, Mitel, Alcatel and even Microsoft Teams.

Our service is already in use at a number of control rooms across the UK, with the FourNet service delivering Enhanced Information Service for Emergency Calls (EISEC) and Advanced Mobile Location (AML) information to the relevant Integrated Communications Control Systems (ICCS) and even Computer Aided Dispatch (CAD) solution.

Our SIP service is extremely flexible, we can dedicate channels for specific inbound routes or delivery numbers e.g. 999 calls will never use the same channels as 101/111 and vice versa, ensuring that citizens or patients always have channels available to make contact with the appropriate team or department within the organisation. The same design principles apply to back-office calls whereby these would have their own dedicated channels to ensure the ability to make and receive calls isn’t compromised during a major incident.

The SIP service is supported by a dedicated team of individuals within our UK Network Operations Centre who hold the relevant security certificates, such as NPPV3 for Police customers.

Teams Direct Routing

Many emergency services are already using Microsoft Teams for internal communication between back office support staff. However, whenever these employees need to call anyone outside of Teams, they have to use desk phones or mobiles.

FourNet Direct Routing enables employees to communicate seamlessly with contacts outside the Teams environment: front line workers, citizens, partners, suppliers and beyond.

Using the same Teams interface on either mobile or desktop, employees can make or receive calls with people outside of Teams. Employees keep their own direct dial number and inbound calls will ring on both the normal phone system and on Teams.

We partner with the best

Why work with FourNet

Fully Managed Service

Stop problems before they happen. FourNet's Intelligent Managed Services provide 24:7:365, round the clock proactive monitoring and reactive support to keep the UK's emergency services running smoothly. Reduce risk and guarantee predictable, reduced costs.

Five 9s Reliability

Built on world class Avaya technology we deliver 99.999% availability for 999 calls. Every FourNet emergency services solution delivers resilience and redundancy to guarantee availability and provide disaster recovery and business continuity.

Trusted & Accredited

Security Checked (SC) and Developed Vetting (DV) cleared engineers, ISO27001 and Cyber Security Plus certified: FourNet are approved to handle some of the UK's most secure communications.

Cloud Ready

Much of our emergency services work is still on-premise but every solution is cloud ready to enable our customers to transition some functionality to the cloud as and when they feel ready. We offer public, private or hybrid cloud solutions in the UK's most secure data centres.

Flexible/ Agile

Big enough to cope, small enough to care. FourNet is still owned and managed by the original four founders which means we answer to our customers not our shareholders. While we share best practice across our customer base, every solution is bespoke and every customer unique.

#NextGen999

Future proof your investments with FourNet, the world's first provider of NextGen999 contact centre solutions. We are delivering world first functionality for many of the UK's Global Digital Exemplars (GDEs) with cutting edge capabilities that incorporate every citizen communications channel.

Trusted and accredited

FourNet Emergency Services solution portfolio

FourNet offers a wide range of technology services and solutions to the emergency services. The core of our offering is focused on omnichannel contact centre solutions, integration, back office collaboration capabilities and the ongoing managed services to keep everything running smoothly.

Omnichannel Contact Centre

Easily manage contact centre agents and agent skills assignment. Give your agents a consolidated view of all citizen/patient interactions. Handle communications from any channel: voice, video, email, SMS, webchat, IM or social media channels; our solutions also enable drone and bodycam footage direct to the control room.

Intelligent Managed Services

With our #NG999 solutions, you can let our Intelligent Managed Services take the strain. We proactively monitor your systems, not only fixing issues before they happen but looking for trends and underlying issues that could lead to an outage. We monitor, diagnose and report on the health of your systems, identifying and resolving any problems before they turn into an incident.

Workforce Management

Schedule the right amount of resource at the right time to meet citizen or patient requirements and deliver service level agreements. Ensure calls are answered within agreed response times. Optimise available resource with other services like 111 or patient transport. Quality monitoring, call recording, speech analytics, gamification and more.

Management Reporting

Constant monitoring of all systems connected to the collaboration and contact centre platform including third party suppliers. Enables a real time view of the whole contact centre and telephony solution from one place rather than accessing disparate platforms. Use utilisation reporting to make informed decisions about whether to take on more services.

Collaboration

Empower front line employees, control room, specialists and back office staff to collaborate using powerful Unified Communications tools which incorporate email, voicemail, shared calendars, scheduling tools, voice & video conferencing, instant messaging, desktop sharing and presence tracking. The ability to work from any device to enable remote, flexible and agile working.

Future proofing

Every FourNet solution is right for now and ready for the future. While much of our emergency services work is still on-premise, every solution is cloud ready enabling you to transition to the cloud at your own pace. Share best practice and learn from other FourNet Global Digital Exemplar customers and adopt world-leading, cutting-edge capabilities developed with the UK's leading GDEs.

Use Cases

Message Escalation

With complex shift patterns there is a risk that emergency services personnel could miss a critical voicemail message from either their colleagues or the general public. FourNet's solution prompts staff to check messages at regular intervals and then escalates unanswered messages to a co-worker or manager. Reporting can also cover the responsiveness of team members to their messages.

Geolocation Detection

Identify exactly where a caller is without the need for them to download an app to their phone. FourNet's geolocation detection capabilities enable call handlers or control room staff to instantly pinpoint a caller's location. There is no need for app downloads and the solution works on non-smartphones.

SMS Chat

Enable citizens to engage emergency services via SMS chat for when voice calls aren't suitable or feasible. FourNet NextGen999 contact centre solutions allow citizens or patients to get in touch via any communication channels. Contact centre employees can see an individual's entire contact history however they get in touch and can respond via their preferred medium.

Video Conversation

Emergency services contact centre employees can support callers in critical situations over a visual communication channel. FourNet solutions enable video conversations between contact centre employees or specialists to help share video footage of an incident and provide visual advice to the caller. This drives better cooperation between callers, call handlers, dispatchers and emergency response staff.

Live Streaming

Our Next Generation control rooms don't just allow voice calls, but live streaming directly from smart phone or tablet cameras via those at the scene. This capability isn't just reserved for first responders. Anyone on the scene who has a mobile phone can upload pictures or beam footage to the control room, simply by clicking on a text message, turning by-standers into first responders.

Drones

Many forces now send up drones to assess a situation before deploying officers, meaning that the right specialisms can be employed with the right equipment and the right briefing to handle the situation. With FourNet's drone solution, footage can be beamed straight into the control room. That means swifter decisions, faster specialist advice and more lives saved and protected.

Download our Drone Whitepaper

Body Cam

Emergency services across the UK are using footage from body-worn video (BWV) for an increasing number of tasks. FourNet's BWV solutions enable footage to be streamed direct to the control room and/or to authorised multi-agency personnel, by web browser or app, meaning that the right personnel can view it, make decisions or identify suspects, and collaborate in real time.

Download our Bodycam Whitepaper

Mass Notifications

With FourNet's mass notification solution, you can transmit critical information and instructions in real-time. At the touch of a button, you can initiate a broadcast and send a pre-scripted or pre-recorded message in different media formats to a targeted group of contacts, prompt for a response and optionally bring the contacts together into a conference bridge.

Automated Telephony Monitoring

The emergency services must ensure the always-on availability of critical voice services. FourNet Automated Telephony Monitoring runs constant checks and triggers notifications to avoid any loss of service. Automatic escalation of any non-responsive number to our 24:7 NOC to be immediately resolved before any impact on service.

Trusted by many

"FourNet have supported Cheshire Fire and Rescue's Avaya services across our HQ and fire stations since 2014. In 2016/17 Cheshire Fire and Rescue's IT department merged with Cheshire Police and relocated to a Joint Police & Fire HQ. FourNet worked with us through a series of workshops and discussions to design a solution to upgrade the Cheshire Fire Service Avaya applications and migrate our ISDN services to SIP which reduced costs and increased resilience and improved the efficiency of both organisations."

Graham Foster
Head of Technical Operations, Cheshire Constabulary

As part of SECAmb's response to COVID-19, the Trust needed to urgently enable clinical and 111 contact centre staff to work remotely. FourNet's rapid response to our critical need, and the professionalism of its support, service and delivery teams ensured that we received full back-up in the ever-changing and challenging situation.

Howard Jeffrey
IT Services Specialist, South East Coast Ambulance Service

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Next Generation 999

Mission Critical Services

Blue Light SIP Services

Teams Direct Routing