The Hamburg fire brigade is increasingly challenged by a temporary rise in emergency calls during extreme weather events. In total, the Hamburg fire brigade receives around one million calls per year. In crisis situations, such as severe weather conditions, the number of callers can rise significantly within a short period of time. With Frequentis' LifeX communication system, the organisation is better equipped to respond faster and more precisely during critical situations. This system is also used by the Hamburg police, functioning as the central communication platform in their control centres.

As part of the PERLE project (Police and Fire Control Room Renewal Project), the Hamburg fire brigade became one of the first fire departments in Germany to adopt Interactive Voice Response (IVR) technology. This innovative solution enables the prioritisation of emergency calls, dramatically improving response times for high priority calls, particularly during periods of high call volume. In practice, this means that callers can use touch commands or voice prompts to distinguish between urgent and less critical emergencies. For example, a call containing the keyword "help" is immediately routed to a prioritised line, while less urgent requests are handled by specially trained personnel.

“By using Frequentis technology, we are able to respond faster and more precisely to emergencies during storms,” says Eiko Hinrichs, Head of Division for Command and Control Center. “Prioritising calls in emergencies allows us to gain crucial seconds that can make a life-saving difference.”

“Given the increasing frequency of extreme weather events, we consider our collaboration with the Hamburg fire brigade to be groundbreaking,” says Marcel Haar, Managing Director of Frequentis Germany.“We are proud to contribute to a faster and more efficient emergency response in Hamburg with this innovative solution, ensuring the department is well-prepared for future operational needs.”