ONE EMERGENCY OPERATING PICTURE
Connect intake, dispatch, responders, resources, and follow-up work
Outdated systems and siloed applications force emergency teams to coordinate manually and wait for information. Eccentex AppBase ERIM provides a unified, scalable environment for call taking, dispatching, field operations, and case management—helping agencies adapt faster while improving the experience of callers, dispatchers, responders, and the public.
WHY ERIM
Respond faster with modern channels and configurable operations
Give emergency organizations an agile foundation that connects communications, location, resources, field activity, case work, and the contact-center infrastructure already in place.
Modern Communication Channels
Support voice, SMS, chat, messaging, social channels, AI-enabled IVR, chatbots, and video where the operating model requires them.
Fast, Cost-Effective Deployment
Use configurable technology and Eccentex Professional Services to implement the workflows, integrations, and controls the organization needs.
Agile, Future-Proof Platform
Adapt processes, forms, rules, queues, resource models, and response workflows with low-code and no-code tools.
Give every emergency interaction an accountable path to action.
Connect the caller, location, incident, dispatch decision, responder, resource, field update, and resulting case.
END-TO-END EMERGENCY RESPONSE
Coordinate the response lifecycle on one platform
Unify communications and operational context so teams can make informed decisions quickly and preserve a complete incident record.
Intake Handling
Capture calls and digital contacts, use self-service and chatbots where appropriate, and automate caller and incident information collection.
PSAP & Contact Center Integration
Integrate with platforms such as Genesys, Avaya, Cisco, and NICE while supporting queues, callbacks, and follow-up activity.
Caller Location
Use geo-verified addresses, Advanced Mobile Location, GIS services, and location history to find callers quickly.
Public Notification
Support broadcast alerts, click-to-call campaigns, evacuation communication, and other time-sensitive outreach.
Computer-Aided Dispatch
Coordinate incidents, maps, responders, hospitals, response options, AVL information, alerts, and related events in real time.
Resource Management
Manage shifts, demand, availability, assignments, skills, locations, and movements across responding organizations.
MOBILE & FIELD OPERATIONS
Put the incident record in the hands of field personnel
Android mobile access, offline synchronization, electronic forms, prepopulated data, multimedia capture, geolocation, and instant updates help responders work with reliable context wherever the incident takes them. Information captured in the field becomes part of the shared operational and case record without manual re-entry.
CONNECTED, RESILIENT OPERATIONS
Adapt emergency workflows while preserving security and interoperability
ERIM supports the integrations, controls, geographic context, scalability, and configurable processes required across modern emergency operations.
Real-Time Situational Awareness
See incidents, callers, locations, responders, hospitals, resources, related events, and operational alerts together.
Suggested Response Options
Use available incident context, resources, skills, location, and rules to support dispatch decisions.
SLA & Movement Alerts
Monitor service commitments, missed deadlines, responder movement, and other conditions requiring attention.
Open APIs
Connect contact centers, GIS, AVL, core public-safety systems, notifications, and data services.
Secure Case History
Preserve calls, actions, forms, multimedia, assignments, updates, decisions, and outcomes in an auditable record.
Configurable Operations
Change forms, rules, queues, workflows, dashboards, and resource models without rigid custom development.
PROVEN EMERGENCY IMPACT
Helping emergency teams reduce the time from call to treatment
In the Ukraine emergency-response implementation highlighted by Eccentex, the coordinated solution reduced response time and time to treatment by a factor of two. The project received a 2018 Workflow Management Coalition Award for Excellence in Case Management.
CONNECTED GOVERNMENT SOLUTIONS
Explore the Government & Public Sector solution family
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Ready to connect your emergency response operation?
Bring us your intake, dispatch, field, resource, notification, and case-management requirements. We will help you shape a unified response model.