Everbridge: Assuring Reliability in an Un-Predictable World

Everbridge: Assuring Reliability in an Un-Predictable World

Jaime Ellertson, Chairman & CEO, EverbridgeJaime Ellertson, Chairman & CEO The after -hours of 9/11 attack brought the world to a standstill with havoc raining down panic and fear on the streets of New York. Helplines were flooded with calls of terrified citizens enquiring on the whereabouts and well-being of their loved ones. Evidently, the primary cause of distress among the people was not just confined to an attack, but it was the fear of another imminent threat and the compromised sovereign security. Against this backdrop, NYC authorities struggled to contain the panic among the people without a reliable mode of communication to reach them on an individual level. These moments of crisis opened the eyes of the world to the power of communication and its ability in not just limiting the damage but averting the disaster altogether. Among the few who witnessed and realized this necessity first- hand, were the founders of Everbridge. Spurred out of the vision to provide safety to populations and businesses, Everbridge facilitates improved communication among the people to better respond during critical situations.

"Everbridge’s enterprise software applications automate and accelerate organizations’ operational response to critical events in order to keep people safe and businesses running without downtime"

Given the unpredictable nature of events like these and the implications they cause, the most optimal approach to survival is preparedness and the smart usage of the current resources – technology being the key. At the forefront of this pursuit, communication technology and connected devices have the largest influence given their effectiveness at enabling communication and information consumption during the time of distress. However, traditional enterprise solutions for critical communications have not kept pace with this increasingly digital world and the evolving threat landscape and considerably lack the scale and location awareness to reliably address the myriad of challenges associated with personal safety, business performance, and regulations. Everbridge bridges this gap through its solutions specifically engineered for modern critical communications and delivered as comprehensive, location-aware and contextual content.

Everbridge’s SaaS-based critical communications platform built on a secure, scalable and reliable infrastructure with multiple layers of redundancy enables the rapid delivery of critical communications, with near real-time verification over numerous devices and contact paths.

"Everbridge’s platform sent over two billion messages, offering the unique capability of reaching more than 200 countries and territories with secure delivery to over 100 different communication devices"

Everbridge’s enterprise software applications automate and accelerate organizations’ operational response to critical events for keeping people safe and businesses running without downtime. Everbridge’s platform is highly reliable during public threats such as active shooter situations, terrorist attacks or extreme weather conditions, as well as critical business conditions such as IT outages, cyber-attacks or other incidents such as product recalls or supply-chain interruptions. Today, more than 3,800 global customers rely on the company’s SaaS-based Critical Event Management platform to quickly and reliably aggregate and assess threat data, locate people at risk and responders able to assist, automate the execution of pre-defined communications processes, and track progress on executing response plans.

Established as a trusted critical event management partner in the market, Everbridge has helped over thousands of corporations and communities since its inception. With unparalleled expertise gained over a period of developing the critical communications platform, Everbridge leverages its own product suite in its engagement with other critical business communications contexts. The company has developed an entire suite of enterprise applications, including the groundbreaking Safety Connection, to empower its customers in delivering location-aware and contextually relevant communications. The company serves a broad range of customers including a targeted set of individuals irrespective of geographical, cultural, linguistic, regulatory and technological differences. In 2017, Everbridge’s platform sent over two billion messages, offering the unique capability of reaching more than 200 countries and territories with secure delivery to over 100 different communication devices. The company’s critical communications and enterprise safety applications include Mass Notification, Incident Management, Safety Connection, IT Alerting, Visual Command Center, Crisis Commander, Community Engagement, and CareConverge, are easy-to-use and deploy, secure, highly scalable and reliable.

Varying data privacy regulations in Europe, content filters in China, limits on delivery volumes to comply with SPAM initiatives in the U.S., India, and Australia, carrier connectivity issues, all these make reliable global message delivery a challenge. Since no single delivery path is reliable in all countries or reliable all the time, the Everbridge platform is heavily invested in national long codes and local SMS short codes to improve the quality of delivery.

Everbridge’s software automates the key steps toward responding to a critical event. The platform aggregates threat data from third-party and internal sources so that customers can assess risk, and locate people in areas of threat and also alert the ones who can quickly respond. The platform then enables the customers to execute pre-defined processes based on the type of threat, providing them information about the point of contact and who to escalate to if a responder is not available. Furthermore, the platform can send out notifications and instructions via text, voice, and email varying in over 100 modalities and in 15 languages. The platform thereafter organizes conference bridges for people to collaborate and analyzes return messages. Automating these steps enables the completion of these steps quickly, reliably and on time especially when minutes often matter.

Among one of the successful endeavors of the company, Everbridge’s past contribution in helping the government manage mass protests stands out as a special case study of the company’s dexterity. As thousands of people were expected to descend on Washington, D.C., to rally in support of gun control and school safety measures in the wake of the deadly mass shooting at a high school in Parkland, Florida, managing those crowds was the primary focus of the District of Columbia Homeland Security and Emergency Management Agency (HSEMA). The HSEMA wanted to ensure a safe experience for demonstrators and residents alike. Using Everbridge’s Community Engagement platform, HSEMA created a mobile keyword for communicating with the crowds through social media and the local press. The platform enabled the District to encouraged activists in attendance to text MARCH24 to 888777 in order to receive important safety, traffic, and event alerts.

In mere three days, more than 15,000 people signed up for the alerts, powered by Everbridge where district officials sent two dozen notifications to subscribers. The timely texts included information pertaining to street closures, transit delays, weather updates, and reunification locations for missing persons. In addition to the alerts, the United States Park Police also leveraged the Everbridge platform to solicit anonymous text message tips from attendees. Among the tips received by law enforcement was a report of a duffel bag left unattended near the demonstration, and the need for a medic. In both cases, nearby officers were dispatched to the locations to investigate. Dr. Chris Rodriguez Director, DC, HSCMA, said, “Using an event keyword made it easy for attendees to sign up. The ability to push notifications directly to thousands of mobile phones allowed us to send important event, safety, and transit information before, during, and after the rally.” DC officials had also used Everbridge’s event keyword and alerts for other large gatherings in the area, including the 2017 Presidential Inauguration, Pope Francis’ visit to the city in 2015, and the annual Fourth of July celebrations at the National Mall.

With an ever-growing expertise in operational response to critical events, Everbridge is all set to take on the next generation of challenges further on its journey. Keeping communication technology at the forefront, the company takes on the battle against the unpredictable endangerment brought on by global calamities while serving as the protector against such unfortunate occurrences.

- Ashwani Kumar
    November 28, 2018