CAUCA | Centre d'expertise multiservice

What CAUCA | Centre d'expertise multiservice does

CAUCA (Centrale des Appels d'Urgence Chaudière-Appalaches), legally Centrale des Appels d'Urgence Chaudière-Appalaches, is a Quebec-based non-profit (OSBL) emergency and municipal call center founded in 1989 (originally as CAMBI) and headquartered in Saint-Georges, with a secondary call center in Mont-Tremblant opened in 2021. The organization provides primary 9-1-1 call processing and secondary dispatch for fire, health (via the Centre de Communication Santé / CCS division), and municipal emergencies through approximately 95 specialized dispatchers handling nearly 700,000 calls per year for 1.8 million citizens across 593 municipalities in 14 administrative regions of Quebec.

CAUCA's technology stack is built in-house and includes the RAO Computer-Assisted Dispatch system, the SURVI product ecosystem (SURVI-Mobile alerting application used by ~255 fire departments and 4,700+ responders, SURVI-Véhiculaire in-vehicle tablet system deployed across 160 fire vehicles, and SURVI-Plan d'Intervention for fire prevention planning), a bilingual municipal mass-notification platform with geolocation targeting, a citizen request and complaint management platform, and a municipal call center service (CITAM) that offers outsourced 3-1-1-style citizen reception. The organization completed its Next Generation 9-1-1 (NG911) migration in February 2025 and holds nine consecutive IAED accreditations (continuous since 2002) plus Quebec Ministry of Public Safety certification.

CAUCA generates revenue primarily through subscription and service contracts with Quebec municipalities for emergency dispatch, SURVI software licensing, and municipal call center services, supplemented by usage-based fees on its mass-notification platform. Pricing is not publicly disclosed and is negotiated per municipality, with annual billing cadences for most products. Go-to-market is direct enterprise engagement with municipal decision-makers (directors general, fire chiefs, councilors), supported by an annual colloquia, webinars, on-site demonstrations, and a recently launched Guichet Unique single-window client portal introduced in May 2024.

Name

CAUCA | Centre d'expertise multiservice

Legal name

Centrale des Appels d'Urgence Chaudière-Appalaches

Website

https://cauca.ca

Company type

Private

Founded year

1989

Operating status

Operating

Headcount range

51–100 employees

Short description

CAUCA is a Quebec non-profit emergency and municipal call center that processes 9-1-1 calls and provides SURVI dispatch software, mass-notification, and 3-1-1 services to 593 municipalities across 14 administrative regions of Quebec.

Ownership category

akta.pro rank

Product category

Emergency Dispatch and Municipal Communications Services

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422), Community Food and Housing, and Emergency and Other Relief Services (6242)

SIC

Communications Services, Nec (4899)

akta.pro industry

PRIMARYBPAIAGAD

Emergency Communications & Dispatch (911/112/999, PSAP)

Business & Public Services/Public Sector & Government Administration/Law Enforcement & Public Safety (Police, Fire, EMS)

Keywords

• Emergency dispatch services
• Municipal call center
• 9-1-1 call handling
• Fire department software
• Mass notification software

Headquarters

HQ city

Saint-georges

HQ country

Canada

HQ region

North America

Offices2 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Infrastructure, Marketing or Sales

Revenue model

1. Emergency Call Services: Primary 9-1-1 emergency call processing services for municipalities with secondary centers for fire, health, and municipal emergencies. Revenue generated through service contracts with Quebec municipalities.
2. SURVI Software Solutions: Licensing and subscription fees for SURVI product ecosystem including Mobile, Vehicular, and Plan d'Intervention applications for fire departments and emergency services.
3. Municipal Call Center Services (CITAM): Outsourced citizen call handling services for municipalities including 3-1-1 implementation support and 24/7 coverage options.
4. Mass Notification Software: Cloud-based alert and mass notification service with per-message/notification charges for municipalities.
5. Request and Complaint Platform: Web platform and mobile application for municipal citizen request management.

Pricing tiers

Go-to-market motion1 record

Distribution channels1 record

Marketing channels6 records

Core offering

CAUCA operates a 24/7/365 emergency 9-1-1 and municipal call center serving 593 Quebec municipalities, handling nearly 700,000 calls annually through a workforce of more than 100 specialized dispatchers. The organization also develops and licenses the proprietary SURVI software ecosystem (SURVI-Mobile app, SURVI-Véhiculaire in-vehicle tablet system, SURVI-Plan d'Intervention), the RAO (CAD) computer-aided dispatch platform, a Mass Alert and Notification system, and a citizen Request and Complaint management platform. Services are delivered through redundant call centers in Saint-Georges and Mont-Tremblant with bilingual capacity.

Product overview

CAUCA operates as a multiservice expertise center offering emergency and municipal technology solutions. The product portfolio consists of a unified platform of six interconnected products across two main categories: Emergency Solutions (Traitement des appels d'urgence 9-1-1, SURVI-Mobile app, SURVI-Véhiculaire tablet system) and Municipal Solutions (Municipal Call Center, Request and Complaint Platform, Mass Alerts Software). Supporting products include SURVI-Plan d'intervention for fire intervention planning. The company also operates two divisions: Centre de Communication Santé (CCS) for health emergency dispatch and CITAM for municipal call services. All products are developed internally and designed for Quebec municipalities and fire departments.

Differentiator

Problem solved

Functional benefit

Brands

• SURVI-Mobile: Mobile application for alerting firefighters and emergency responders, enabling confirmation of presence and real-time tracking of personnel at fire scenes.
• SURVI-Véhiculaire
• SURVI-Plan d'intervention

Products and services

• Emergency Call Response (Traitement des appels d'urgence) Primary 9-1-1 emergency call processing service where CAUCA dispatchers validate the emergency nature, caller phone number, and address, and transfer calls to the appropriate emergency services (ambulance, police, fire) while deploying emergency units. The service targets an average call transfer time of under 60 seconds and operates 24/7/365 from redundant call centers.
• SURVI-Mobile Mobile application for fire and emergency services that alerts firefighters and emergency responders, enabling them to confirm their presence with one click. Supports availability management, mutual aid deployment, intervention files for high-risk buildings, and first responder coordination. Used by approximately 255 Quebec fire departments with more than 4,700 first responders.
• SURVI-Véhiculaire In-vehicle tablet system for fire vehicles developed with emergency professionals to save response time. Provides instant address display, optimal GPS navigation, real-time information transfer between dispatchers and responders, and access to critical intervention data. Installed in 160 fire vehicles and processing nearly 57,000 fire calling cards annually.
• SURVI-Plan d'Intervention Application for fire preventionists and fire managers to collect information and create intervention plans for high and very high-risk buildings. Plans are distributed to SURVI-Mobile and SURVI-Véhiculaire systems so responders have critical building information in advance.
• Municipal Call Center (Prise des appels municipaux / CITAM) Outsourced citizen call center service allowing municipalities to be reached via a simple phone number. Handles administration, animals, environment, taxes, general information, leisure, public safety, public works, tourism, transport, and urban planning inquiries. Offers flexible coverage options (24/7, daytime/weekdays only, or partial coverage) with full or partial call handling.
• Request and Complaint Management Platform (Système de gestion des requêtes et plaintes) Municipal web platform and mobile application that enables citizens to submit and track requests, complaints, and permit applications. Reduces duplicate requests, allows real-time tracking, supports priority levels and deadlines, and enables internal staff notes and follow-ups for municipal administrations.
• Mass Alert and Notification Software (Logiciel alertes et notifications de masse) Mass notification software for municipalities to inform citizens quickly via phone calls, SMS, emails, Facebook, and mobile app push notifications. Supports bilingual/trilingual alerts with geolocation targeting based on road names, civic numbers, polygons, radius, or predefined sectors. Used by more than 100 Quebec municipalities.

Quantifiable outcome

• Calls transferred in under 60 seconds on average
• +4 more outcomes

Named customers11 records

Segments4 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature7 records

Partnerships

Five partnerships are on record, tiered core and minor.

• Bell CanadacoreTechnology or Integration · 12 April 2022Bell Canada is the designated telecommunications service provider responsible for integrating next-generation 9-1-1 (NG911) in Quebec. CAUCA has signed agreements with Bell to ensure NG911 compliance and service for municipal clients. Bell was appointed by CRTC as the service provider for NG911 integration.
• Cégep Beauce-AppalachescoreStrategic or Co-development PartnerEducational partnership for CAUCA Academy training programs. Developed recognition of acquired competencies (RAC) program leading to attestation d'études collégiales (AEC) for emergency dispatcher positions. Also developed 'Développez vos connaissances du milieu municipal' training for municipal dispatchers.
• European Emergency Number Association (EENA)minorStrategic or Co-development PartnerInternational collaboration with EENA based in Brussels. EENA Director of Public Affairs visited CAUCA facilities to discuss mutual challenges, next-generation 9-1-1, and best practices exchange.
• Agence municipale de financement et de développement des centres d'urgence 9-1-1 du QuébeccoreStrategic or Co-development PartnerQuebec municipal agency responsible for financing and developing 9-1-1 emergency centers. CAUCA collaborates on mutual challenges and NG911 implementation.
• Association des Centres d'Appels d'Urgence du Québec (ACUQ)minorOthersCAUCA is a member of ACUQ which represents emergency call centers in Quebec.

Scale indicators10 records

Recent moves8 records

Expansion highlights7 records

Broad incumbents

• Hexagon Safety, Infrastructure & Geospatial: Provider of Hexagon CAD, computer-aided dispatch and public-safety software for PSAPs and emergency services. Comparable to CAUCA's RAO CAD and SURVI dispatch software from a market and product perspective.
• CentralSquare Technologies: Public-sector software vendor offering CAD, RMS and 9-1-1 solutions to North American municipalities and PSAPs. Comparable to CAUCA's software business as a competing vendor for fire and EMS dispatch modernization.
• Intrado (West Safety Services): Major NG911 and emergency communications provider delivering PSAP infrastructure, call-routing and GIS for North American 9-1-1 authorities. Overlaps with CAUCA's NG911 and mass-notification offerings as a larger, well-capitalized incumbent.
• Motorola Solutions: Global provider of CommandCentral CAD, VESTA 9-1-1, and NG911 solutions. Broadly comparable to CAUCA's SURVI/RAO software stack; competes for the same municipal RFPs and supplies the underlying CAD/PSAP platform category.
• Comtech Telecommunications: Provides NG911 and emergency communications solutions, including call-routing and location services to PSAPs. Comparable to CAUCA on NG911 infrastructure and emergency-communications adjacency.

Direct peers

• Calgary 9-1-1 / Calgary Police Service Communications Section: Municipal-level emergency call-taking and dispatch operation for Calgary. Comparable to CAUCA in operating a CAD-based PSAP handling fire, EMS and police transfers with proprietary call-routing workflows and quality standards.
• Toronto Paramedic Services Communications Centre: Toronto's central ambulance communication centre handling pre-hospital emergency dispatch. Directly comparable to CAUCA's CCS division for medical dispatch, ACC dispatch protocols, and IAED-aligned standards.
• E-Comm 9-1-1 (British Columbia): Provincial/regional PSAP providing 9-1-1 call-taking and dispatch services across British Columbia municipalities. Directly comparable to CAUCA as a contracted, secondary PSAP serving multiple municipalities with bilingual/operational requirements and overlapping emergency dispatch mandates.

Emerging players

• RapidSOS: Emergency response data platform integrating sensor and device data into 9-1-1 PSAP workflows. Comparable to CAUCA in the NG911 era as a software/data layer that complements traditional CAD/PSAP call-taking.
• Carbyne: Cloud-based NG911 and emergency communications platform offering video, text and enhanced location for PSAPs. An emerging peer in the same NG911 modernization trend that CAUCA is addressing with Bell Canada.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks7 records

Key highlights7 records

Customer concentration

• LinkedInlinkedin.com/company/cauca

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles12 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about CAUCA | Centre d'expertise multiservice