Emerging and established technological developments and the evolving 911 environment have changed the way telecommunicators handle emergency and non-emergency calls. The changes across the 911 landscape, including new technology, have required emergency communications centers (ECCs) to modify their operations while also supporting their staff with their growing roles.

CISA, SAFECOM, and the National Council of Statewide Interoperability Coordinators (NCSWIC) developed the Preparing for Technological Transformation in ECCs (.pdf, 1.01MB) document to highlight how ECCs can use emerging tools and technologies, such as artificial intelligence (AI), remote dispatching, and integrated cloud technologies, to supplement staffing, enhance data sharing, and improve delivery of critical emergency services. This document is useful for ECCs in all phases of transition to NG911.

Original source can be found here