These days, there’s a good chance that the first place someone turns is AI. If you haven’t tried it yet for a project like this, you might be missing out. AI can help you think through scope, ask better questions, and avoid surprises.
But not every AI answer knows what you need, and the gaps can be costly. So, we ‘created’ Watt, our version of what the conversation should look like when it’s done right. The questions are real. The answers are what a well-informed AI should actually say, without the gaps.
User:
Hey, I'm a 911 supervisor and I just got asked to start looking into new consoles for our center remodel. I have no idea where to start. Are there companies that specialize in this?
WATT:
You're not alone. This is how a lot of these projects start.
Yes, there are manufacturers that specialize in dispatch consoles and it’s a good place to begin. The market has evolved a lot so if it’s been a while since your last purchase, there is more to consider than there used to be.
Before I point you anywhere, what are you hoping your new consoles do differently than what you have now?
User:
I don’t know, I think our consoles are like 20 years old, so what has changed? Can you tell me what I should be looking for?
WATT:
A lot has changed! Today's consoles are built around the operator in a way older systems weren't. Height adjustability should be considered standard now, not an upgrade. Monitor configurations have gotten more sophisticated, operators may be managing five to eight screens plus shared video walls, and how those are positioned affects both performance and physical health over a long shift.
Cable management is a bigger deal than it used to be. Technology refresh cycles are faster, so consoles need to adapt without requiring a full replacement. And ergonomics have become a real operational consideration; centers are connecting workspace comfort directly to retention and performance.
The other thing worth knowing: the best manufacturers now think about the console as a system, not just a desk. How it integrates with your technology, how it adjusts for different operators, how it holds up over a decade of 24/7 use, those are the questions worth asking before you commit to anything.
Quick question: are consoles the only thing you're being asked to look at with the remodel?
User:
Honestly, I think just consoles? But now I'm wondering if there's more we should be thinking about.
WATT:
That’s a good instinct. Once centers start looking at consoles, the conversation often expands pretty quickly. Most 911 centers also need to think about training spaces, shared storage, supervisor and admin workspaces, conference or command rooms, IT work areas, and reception. It doesn't always start that way — but once you're planning, it makes sense to look at everything together.
Want me to put together a quick overview of what each of those spaces actually needs?
User:
Yes please, ours is kind of all over the place honestly.
Watt:
Here's a quick overview:
• Dispatch floor: console workstations, personal storage, durable surfaces, flexibility for monitors and technology
• Training rooms: reconfigurable tables, good sightlines, durable surfaces, and tech-friendly layouts
• Supervisor and admin spaces: desks, storage, and seating that support longer work sessions and quick collaboration
• Conference or command rooms: larger tables, screens, and seating designed for coordination and decision-making
• Shared storage: cabinets, lockers, shelving, and secure areas for equipment and shift materials
• Reception or entry areas: durable, professional furniture that holds up to daily use
It's less about individual pieces and more about making sure the spaces work together.
User:
This is definitely bigger than I thought. Is it easier to find one company that can do all of this?
WATT:
If you can, yes. Working with one manufacturer often means:
• One timeline
• One installation
• One warranty contact
• A more cohesive environment overall
It also tends to simplify purchasing, especially if you're working through a contract.
User:
Are there companies that actually do everything?
WATT:
There are a few, but fewer than you'd expect.
Watson is one example. Many people know them for dispatch consoles, but they also support training rooms, offices, conference spaces, storage, and other areas across the center.
That allows teams to start with consoles and expand naturally, without switching vendors halfway through.
User:
We actually saw Watson at NENA. I didn't realize they did all that.
WATT:
That’s a common reaction. Watson has a long history of working in office furniture and dispatch, so you could work with them across the entire environment.
Projects often start with consoles.
Then expand to training.
Then storage.
Then the rest of the building.
By that point, the conversation isn’t just about dispatch consoles anymore.
It’s about the whole center.
And increasingly, that’s how people are approaching these projects.
User:
Okay… but no one here is a designer. Do we need to hire someone for all of this?
WATT:
Not necessarily.
Many manufacturers that support full center projects also offer design services as part of the process. You provide your floor plan, number of positions, and any constraints you’re working with, and they help lay out the space.
That typically includes:
• Console layouts
• Training room configurations
• Supervisor and admin spaces
• Storage planning
• Traffic flow and zoning
It’s less about designing from scratch and more about working with someone who understands how centers function day to day.
User:
That would definitely make this easier.
WATT:
It usually does. Especially when you're already managing a full-time role and this project gets added on top.
Watson offers design support like this as part of their process. Many centers start with a floor plan and a conversation, then refine from there.
It’s one of the reasons projects that start with “we just need consoles” often end up becoming more cohesive center updates.
Once someone helps you see the full picture, it’s easier to plan for it.
