Contact Center Industry News

TMCNet:  CMAS Successful During Superstorm Sandy

[November 09, 2012]

CMAS Successful During Superstorm Sandy

Nov 09, 2012 (Emergency Management - McClatchy-Tribune Information Services via COMTEX) -- Roughly six months after the Commercial Mobile Alert System (CMAS) -- a free, national alert system that sends emergency notifications to the public via mobile phones during emergencies -- went live, alert messages were sent out during superstorm Sandy, which swept across the eastern seaboard in late October. Despite damages caused by Sandy, however, some experts said CMAS was ultimately successful during the storm.

CMAS is the interface to the Wireless Emergency Alerts (WEA) service that wireless phone carriers began rolling out earlier this year, and according to confirmations from FEMA and the National Weather Service, messages were sent to people located in Virginia, West Virginia, Maryland, New York, Massachusetts, New Hampshire and Maine when Sandy hit the East Coast.

The WEA alerts, which appear in the form of a 90-character or less SMS message, function as a point-to-multipoint system; like a radio broadcast, the messages are sent to individuals in a target-specific area, whereas text messages aren't location aware, according to CTIA -- The Wireless Association. What this means is that individuals who may be from the East Coast but were not physically in the storm-affected areas when alerts were being sent would not have received the messages.

During Sandy, the messages signaled for blizzard and flash flood warnings, mandatory evacuations and shelter-in-place messages depending on the location, said Lorin Bristow, the managing partner for Galain Solutions Inc. and blogger for Emergency Management.

According to Bristow's Oct. 31 blog post, different agencies took different approaches to alerting the public given the 90-character constraint. Below are examples of some of the WEA messages sent out during Sandy: * "Blizzard Warning this area til 6:00 PM EDT Tue. Prepare. Avoid Travel. Check media. -NWS" * "Go indoors immediately and remain inside. DO NOT DRIVE. Call 9-1-1 for emergencies only." * "Flash Flood Warning this area til 3:45 PM EDT. Avoid flood areas. Check local media. -NWS" "In general, [the notifications] were well received," Bristow said. "I think there were some questions about, 'Hey I didn't get it and somebody else did. Why is that the case '" Individuals who may not have received the WEA messages during the storm may not have a mobile device that is enabled to receive the alerts. According to the CTIA, there are multiple WEA-compatible devices on the market, however, certain cellphone models are not compatible with receiving the messages, or may need a software upgrade to receive them.

And it will take about 18 to 24 more months before the majority of individuals have WEA-capable devices, Bristow said. Although there's still a long way to go, the change is occurring rapidly since cellphone model turnover happens quickly. And even though the alert system is in its early stages, he said a significant number of individuals received the WEA alerts.

"The issue is even if they were received, there were still questions about, 'What is this ' and 'How do they do that How do they get this alert '" Bristow said. "And public awareness is still something that needs to be addressed and people need to understand what they are, where they're coming from, what their limitations might be and what to do when they get them." ___ (c)2012 Emergency Management Visit Emergency Management at Distributed by MCT Information Services

[ Back To Cloud Contact Center's Homepage ]


Featured Resources

Featured Report
Millennial Research on Customer Service Expectations

Millennial Research on Customer Service Expectations

The "why" behind this research is simple: our clients recognize that different generations bring different expectations, varied communication preferences and new customer service patterns to the customer experience...
Featured Report
Optimizing the Customer Experience through Cloud Contact Centers

Optimizing the Customer Experience through Cloud Contact Centers

Adoption of cloud contact centers is on the rise. Findings from Aberdeen's January 2014 'Public Cloud vs. On-Premise: How to More Effectively Deploy a Cloud Center' study shows that 31% of contact centers are deployed in the cloud, and our related blog post highlights that companies anticipate their adoption of cloud technology to rise further throughout 2014...
Featured Report
Aberdeen report

Aberdeen Report: Cloud for Mid-Sized Contact Centers – What You Must Know

Cloud Technology is opening new doors for many businesses. However, it does so only when it's combined with the use of best practices and key technology enablers. This document highlights the adoption of cloud technology by mid-size contact centers and illustrates the reasons driving their investments...
Featured Whitepaper
Aberdeen report

Seven Critical Capabilities to Demand From Your Cloud Contact Center Provider

To deliver a world-class customer experience, your contact center must be flexible and reliable, while providing all the tools agents and supervisors need to manage their workflows. Here are seven critical capabilities to look for when deploying a contact center in the cloud...
Featured Webinar

Contact Center Economics and the Cloud

Together, Bob and Drew will help you understand the economic value of upgrading technology, important business and financial considerations, and how to compare total cost of ownership of a premises vs. cloud or hosted solution. Watch the webinar on-demand now...
Featured Datasheet
Zipwire Cloud Contact Center

Zipwire Cloud Contact Center

The appeal of moving services to the cloud is obvious. Cloud services offer reliability and robust feature sets without the need to implement or maintain complex contact center infrastructure. The Zipwire™ cloud-based contact center allows businesses to leverage the flexibility and cost savings of cloud architecture while offering a seamless, first-class customer experience...