Bringing More Clarity to eCall: Two-Way Voice and Alert Claiming Are Now Live
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Introducing Two-Way Voice and Alert Claiming
Inspiren eCall now includes two powerful new capabilities—Two-Way Voice and Alert Claiming—designed to transform the way care teams respond and how residents experience support in critical moments.
Together, they close the two biggest gaps in traditional emergency call response: not knowing what's happening, and not knowing who's handling it.
Two-Way Voice enables a care team member to speak directly with a resident the moment they receive an alert, providing immediate reassurance and helping residents feel heard while support is on the way. Alert Claiming creates clear ownership within care teams by putting a name to every response.
Two-Way Voice and Alert Claiming are rolling out in phases across Inspiren-enabled communities, with capabilities already live and making an impact today. Read the full press release here.
Here’s what’s changing—and why it matters.
An emergency call is only the beginning
When a resident presses their Help Button or Pendant, something important has happened. Maybe they've fallen, are feeling unwell, or simply need assistance getting back to bed. In that moment, the care team knows one thing with certainty: someone needs help. What they don't know is everything else.
For decades, traditional emergency call systems have been designed to answer a single question: How do we notify staff that a resident needs assistance? The alert goes out, a caregiver receives the notification, and someone heads toward the apartment. But until they arrive, they may not know what happened, how urgent the situation is, or what kind of support the resident needs.
Meanwhile, the resident is left waiting, hoping someone received the alert and wondering when help will arrive. At Inspiren, we believe emergency response should begin long before a caregiver reaches the door.
A different approach to emergency call response
The moment a resident requests help, a connected sequence begins automatically.
The alert is immediately routed to the care team through the Inspiren Mobile App, alongside the resident's location and privacy-protected visual context from AUGi.
Alert Claiming then lets a care team member take ownership of the alert directly in the Mobile App, so there's a clear owner for every response.
But visibility is only part of the picture. A care team member may see that a resident is sitting on the floor. What they can't necessarily determine is whether the resident is injured, experiencing pain, or simply needs help standing up.
That's where Two-Way Voice comes in.
Two-Way Voice enables a responding care team member to initiate a live voice connection with the resident directly from the Mobile App. They can ask what happened, understand what the resident needs, offer reassurance, and gauge urgency—all before reaching the apartment.
What was once a one-way alert becomes a two-way dialogue.
For residents, that means feeling heard sooner. For care teams, it means arriving with a clearer sense of what to expect and greater confidence in how to respond.
As a nurse, I’ve seen both sides of an emergency call: the resident waiting to know they’ve been heard, and the caregiver arriving with no context.
—Michael Wang, Founder and Chief Clinical Officer of Inspiren
The difference context makes
Every caregiver knows that no two alerts are the same. Some situations require immediate intervention, while others require reassurance, redirection, or routine assistance.
When several alerts come in at once, determining where to go first becomes one of the most important decisions a care team member makes all day.
Traditional emergency call systems deliver alerts. Inspiren delivers context.
By combining visual context, live voice communication, and clear ownership, Inspiren gives care teams more information to understand what's happening, determine what needs attention first, and respond with confidence. And when teams spend less time gathering information, they can spend more time providing care.
"It also helps us triage — to know which particular residents need attention before the others. If there's a fall, that's going to come first."
— Beatrice Adhiambo, ALM, Resident Services Director
The response doesn't end when the caregiver arrives
Most emergency call systems are designed to ensure alerts reach the right people and prompt a response. Inspiren goes further, capturing the full picture of care.
As care teams respond, Inspiren Staff Beacons automatically document care time without requiring manual tracking or additional devices. The response timeline and care delivery data become part of a complete record that flows into data insights, including Event Replay and Inspiren Intelligence. Over time, that information gives operators and clinical leaders greater visibility into response patterns, care workflows, and how care is delivered across the community.
Because emergency response shouldn't begin when a caregiver reaches the apartment. It should begin the moment a resident asks for help.
Two-Way Voice and Alert Claiming are available now as part of Inspiren eCall.
Join our upcoming webinar to hear directly from Solera Senior Living COO Phil Lord and Inspiren leaders about how technology is bringing greater clarity, communication, and accountability to the care experience. Register now.
FAQs
What is Inspiren eCall?
Inspiren eCall is an emergency call solution that combines privacy-protected visual context, live voice communication, clear alert ownership, care tracking, and operational intelligence, all in one connected sequence that begins the moment a resident calls for help.
How does Inspiren eCall work?
When a resident presses their Help Button or Pendant, an alert routes to the care team through the Inspiren Mobile App alongside visual context from AUGi. A care team member claims the alert, then connects with the resident through Two-Way Voice before arriving. Staff Beacons automatically document the response as it happens.
What is Two-Way Voice?
Two-Way Voice lets a care team member speak directly with a resident through AUGi as soon as they receive an alert, before entering the apartment. What was once a one-way alert becomes a two-way dialogue, giving residents reassurance and giving care teams a clearer sense of what to expect before they arrive.
What is Alert Claiming?
Alert Claiming lets a care team member take ownership of an eCall directly in the Inspiren Mobile App. It creates a clear chain of accountability for every alert, so there's never a question of who is responding or where a response stands.
Does Inspiren eCall keep working after a care team arrives?
Yes. Staff Beacons automatically document care delivery without manual tracking. The full response, including the alert claim, the Two-Way Voice interaction, the timeline, and care data, flows into Event Replay and Inspiren Intelligence, giving operators and clinical leaders visibility into how care is delivered over time.
