FDEM is rolling out a new cloud-based contact center to provide essential services to those affected by Hurricane Ian


  • NWN Carousel Provides DEM Services to Citizens Affected by Hurricane Ian; Deployed in 10 hours, staffed with 100 live agents, answered over 5,000 calls in the first 24 hours
  • Within 72 hours of deployment, the FDEM emergency contact center grew to 100 agents, handling thousands of calls with an average wait time of less than 5 minutes

NWN carouselthe leading cloud communications service provider, announced on Wednesday that it has successfully deployed a fully operational cloud-based contact center for the Florida Division of Emergency Management (FDEM) which continues to provide essential services to citizens in need during and after Hurricane Ian.

“Within fifteen minutes of launching our new contact center, we received over 50 calls from the public needing help,” said the DEM director, Kevin Guthrie. “Our citizens who called were trapped in their homes, stuck in flooded vehicles and in need of rescue. Using the new system, we were able to quickly identify their location and deploy local law enforcement resources for a wellness check or rescue operation. I want to thank the entire DEM and NWN Carousel team for their efforts before, during and after Hurricane Ian.

Wednesday, September 28 Governor Ron DeSantis President requested Joe Biden Grant a major disaster declaration for all of Florida’s 67 counties, for all categories and types of assistance prior to Hurricane Ian. The granted statement provided Category A and B funding from FEMA that enabled DMS to transition its volunteer-based response services to NWN Carousel’s integrated services through their SUNCOM contract vehicle, including Cloud Contact Center, Unified Communications and The Experience Management Platform.

The NWN Carousel Contact Center has improved Florida residents’ interactions with DEM, during Hurricane Ian and throughout ongoing recovery efforts – providing essential information about insurance and other services made available as part of the DeSantis. With the new Cloud Contact Center platform, NWN noted that the Governor’s Office receives real-time analytics on DEM call volumes and resolutions by leveraging reports from the Experience Management Platform. from NWN.

“We are honored to play a role in helping DEM meet the needs of Florida citizens during and after Hurricane Ian,” said Jim Sullivan, President and CEO of NWN Carousel. “With many customers and employees in the state, our primary focus was to help DEM act as quickly as possible to deliver a cloud-based contact center to deliver vital services as the storm escalated. . In the aftermath, we now understand how devastating Ian is to the community and will continue to support the Governor and the DEM team throughout the recovery efforts.

The DEM Cloud Contact Center program for Hurricane Ian response and recovery is NWN Carousel’s latest project focused on modernizing contact centers amid increased demand for public and private services.

In August 2020, NWN Carousel was awarded a SUNCOM contract by the State of Florida. SUNCOM connects innovative, high-quality telecommunications services to state and local governments, educational institutions, libraries and non-profit organizations by realizing economies of scale through business planning and supply.

Michelle J. Kelley