February 14, 2007

 

The City of Dallas has selected interaction analytics and IEX workforce management solutions from NICE Systems (News - Alert), Ltd., a global provider of advanced solutions that enable organizations to extract Insight from Interactions to drive performance.

 

NICE was selected by the city to improve emergency response and customer service in the city’s uniquely combined 9-1-1/3-1-1 communications center. NICE proved to be the only company able to provide a solution capable of meeting the city’s requirements and assure outstanding service in a multi-skill environment. NICE partnered with several other companies, including PlantCML, on the project.

 

With a population of over 1.2 million people, Dallas is the ninth largest city in the US. The Dallas 9-1-1/3-1-1 center is staffed by 250 highly skilled telecommunications service specialists handling more than 2 million calls every year.

 

The City of Dallas will receive performance-boosting solutions from NICE that will make it possible to capture and analyze interactions, and evaluate, coach and train telecommunicators. By adding the IEX workforce management solution, the City of Dallas center will be able to efficiently forecast and schedule telecommunicators and streamline staff planning to assure better service and an improved response time.

"Our center handles both 9-1-1 emergency and 3-1-1 calls for the City of Dallas and our goal is to provide the best possible service to the citizens of Dallas in every situation," said Willima Banner, 9-1-1 System Operations Manager, City of Dallas, in a statement.

"NICE will help us achieve this goal by giving us insight into our interactions to improve performance, and by helping us ensure that the right telecommunications specialists, with the right skills, are always on the other end of the line when citizens need immediate help."

Eran Gorev, president and CEO of NICE Systems, Inc., contributed that once again, NICE solutions have been chosen to replace existing systems. The company is very excited to have been selected for this important project together with its channel partners and look forward to helping the City of Dallas deliver on its commitment to provide top-notch service to its citizens.

Taking on the 9-1-1/3-1-1 emergency call center systems is a large undertaking for NICE as not only do business processes depend on successful integration, it can also impact the lives of individuals in the Dallas area.

The company has proven its solutions in the past and the system that it will be providing for this Texas city will outperform old systems considerably, enabling telecommunicators and center leaders to respond more effectively when serving those citizens they have been called to serve.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.