Telefónica

Telefónica. Emergency management expertise

Telefónica has been delivering solutions for emergency and public safety control rooms since 1995, building long-standing expertise in environments where service continuity, fast decision-making and coordination are essential. Today, this experience is embodied in SENECA 360, Telefónica’s next-generation emergency management platform, which integrates AI-assisted capabilities to support operators from the very first interaction, improving incident understanding, decision-making and dispatch efficiency.

Telefónica combines a unique set of capabilities that position it as a trusted partner for emergency organizations:

• Leadership in mission-critical communications, ensuring robust, secure and high-availability environments.
• A proven emergency platform (SENECA) deployed in real operational contexts.
• Product ownership and evolution, allowing SENECA 360 to adapt over time to operational change, new channels, new regulations and new service models
• Deep operational knowledge, covering workflows, dispatch, GIS and command-and-control processes.
• End-to-end capability, from consulting and deployment to integration, support and continuous evolution.

Building on this foundation, Telefónica approaches the public safety domain as a specialist in emergency center transformation, integration and evolution. With deep knowledge of operational workflows, dispatch environments, GIS-centric operations, interoperability and command-and-control processes, Telefónica helps organizations design, deploy and evolve control room platforms aligned with real operational needs. The company supports customers across the full lifecycle of the solution, from analysis and deployment to integration, maintenance and continuous improvement.

This combination gives customers a partner that understands not only technology, but also the realities of live emergency operations: workload peaks, coordination complexity, operator efficiency, resilience and the need to evolve without disrupting service.

SENECA 360: AI-powered next-generation emergency management platform

At the core of Telefónica’s offer, SENECA 360 is an AI-powered emergency management platform designed to support the full lifecycle of emergency operations in PSAPs and control rooms.

The platform provides an integrated operational environment covering:

• communications handling and incident intake;
• incident creation, qualification and dispatch;
• command and control, agency and resource management;
• GIS-based situational awareness and resource tracking;
• interoperability with external agencies and third-party systems;
• reporting, analytics and operational supervision;
• crisis management and web/mobile extensions for field operations.

SENECA 360 represents the evolution of SENECA, redeveloped using modern technologies and a new architectural approach to deliver greater speed, resilience and scalability. Its operator interface has been completely redesigned to improve usability, streamline workflows and enhance operator efficiency, particularly in high-pressure scenarios.

A key differentiator is the integration of artificial intelligence capabilities, which support:

• real-time understanding of incoming communications;
• operator assistance and guided workflows;
• decision support and recommendations;
• supervisory alerts and quality control;
• improved demand management in peak situations.

Prepared for next-generation PSAPs and new communication channels

SENECA 360 is designed to evolve in line with the transformation of European PSAPs, and particularly with the operational and regulatory frameworks of emergency centers in Spain. The platform supports multi-agency coordination, interoperability and accessibility, while maintaining the robustness required for mission-critical environments.

It also incorporates support for next-generation communication channels, enabling centers to interact with citizens beyond traditional voice:

• Real-Time Text (RTT) for accessible communication;
• messaging and SMS-based interactions;
• videocalls and multimedia communication, supporting richer situational awareness;
• integration with mobile and digital channels.

These capabilities allow emergency centers to adapt to changing citizen behavior and improve accessibility and response quality.

The platform is evolving towards a microservices-based architecture, enhancing scalability, resilience and agility while enabling faster innovation and continuous delivery of new capabilities.

Telefónica’s emergency solutions, based on SENECA, have been successfully deployed across multiple regions in Spain, including Catalonia, Castilla y León, Castilla La Mancha, La Rioja, Cantabria, Ceuta and Melilla, supporting multi-agency emergency operations and serving millions of citizens.

In addition, SENECA is deployed in more than 70 control rooms of the Spanish National Police and Civil Guard, distributed across the national territory and fully integrated with the regional 112 PSAPs, ensuring coordinated response and interoperability between security forces and emergency services

Telefónica combines mission-critical communications expertise, a proven emergency platform and deep operational knowledge. With SENECA 360, Telefónica provides not just software, but the digital core of a modern emergency center: a platform that enhances coordination, improves situational awareness, supports better operational decisions and continuously evolves to meet the future needs of emergency services.