How Mobile Users are Impacting Emergency Services for Call Centers

摘要

Thanks to technology advances and a changing senior demographic, the Personal Emergency Response Systems industry is undergoing a transformation. The change is affecting users, who have more technology options than ever before. The transition also has implications for the call centers that respond to PERS calls and the emergency care specialists who directly interact with customers. The traditional PERS system relies on 1970s-era technology. The systems typically consist of a base unit with speakers and a microphone connected to a landline, often set up in the kitchen or living room, and a pendant the user wears to summon emergency help. The downsides are obvious: Users are restricted to a limited service range, and it can be difficult to communicate with the call center unless the user happens to be in the room where the base unit is located when help is needed.