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NICE Systems Improves Emergency Center Quality of Service
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NICE Systems Improves Emergency Center Quality of Service

 
August 15, 2013

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By Rachel Ramsey, TMCnet Web Editor
 

Enterprises and consumers aren’t the only ones who have seen change and benefits over the last few years due to technology. Emergency centers are rushing to adapt to the multichannel access people have for communicating, and therefore, for reporting and requesting emergency services. In the same way organizations have to prepare to deliver multichannel customer service, emergency centers have to be prepared to tackle emergency reports via text messages, pictures, video clips and other type of multimedia.


NICE recently launched NICE Inform Version 6, the newest version of its next-generation emergency center communications solution that enables Public Safety Awareness Points (PSAPs) to evaluate the quality of service delivered across an entire emergency incident. The latest version includes quality assurance tools designed to help identify knowledge gaps and training opportunities across entire incidents to help improve future responses and tighter integration with NICE Situator, a security information management system, and NiceVision, its hybrid/IP video surveillance and management system.

“Our latest release of NICE Inform has been designed bottom-up for the public safety market,” said Yaron Tchwella, pesident of the NICE Security Group, in a statement. “This is the first quality assurance tool that allows PSAPs to evaluate the performance of their public safety operators across the full incident. This provides valuable insight into how call takers and dispatchers handle incidents and gives PSAPs a truly holistic view of the incident in order to improve the response process.”

One of the most important functions of the contact center is interacting and responding in real-time. At the upcoming ITEXPO event in Las Vegas from Aug. 26-29, Matthew Storm (News - Alert), director of innovation and solutions, corporate marketing at NICE, is speaking in a session, “Is Real Time the Right Time?” where he will discuss the distinction between real-time and the “right time” and how focusing on right-time processing can provide insight into which interactions are larger trends that require attention and action along with executives from Calabrio (News - Alert), HighSocial and Independent.

NICE Inform helps emergency centers manage multimedia incident information efficiently and effectively. It captures all available data, providing all the facts as they unfold and increasing the chances that all vital evidence is available to review.

Version 6 includes two new modules: NICE Inform Evaluator and NICE Inform Reporter.

NICE Inform Evaluator

  • Measure the performance of call takers based on a set of predefined key performance indicators (KPIs) and decide on appropriate training programs to help operators improve their skills.
  • Gain insight into behavioral trends in the PSAP and track how call takers and dispatchers acquire new skills and adhere to procedures like those related to Text-to-911 and NG9-1-1.
  • Assess the quality of responses for all forms of incoming data in order to gain an understanding of how its call takers and dispatchers performed throughout the course of an incident.

NICE Inform Reporter

  • Provides insight into the volume of calls and other incoming multimedia communications, supporting managers in PSAP staffing decisions.
  • Show where there is a strain on existing communication resources, indicating that additional radio or phone channels may be needed, for instance.
  • Detailed reports based on data from Evaluator, giving managers insight into the quality and productivity of an individual operator, a team of call takers and dispatchers, or the entire call center.

NICE Inform is designed to offer unique value to public safety organizations, as it supports the evaluation of single calls as well as complete incidents, including the processing of multimedia input such as Geographic Information Systems (GIS), video and Computer-Aided Dispatch (CAD). The solution helps gives PSAPs a 360-degree view of emergency incidents for investigation, debriefing and training purposes by integrating multimedia data from various capture platforms into one comprehensive incident timeline.



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