NICE Expands Partnership with AT&T to Improve Data Capture and Analytics for 911 Contact Centers

At its core, an emergency response center is primarily a contact center, in a sense. It is also, however, a contact center that cannot tolerate poor staffing, inefficient workflows or technical problems. For this reason, it’s critical that 911 call centers are backed by robust technology, adequate staffing (i.e. including forecasting measures), and analytics to continually improve operations and capture intelligence, particularly from newer data sources. Additionally, beyond the value of real-time analytics to improve operations, emergency contact centers must robustly document all their interactions with the public for legal and regulatory purposes.

NICE recently announced that it is expanding its strategic collaboration with AT&T (News - Alert) to bring the advantages of both companies’ integrated solutions to emergency communications centers. As part of this expanded collab, NICE is creating a unified incident capture and data analytics solution for AT&T NextGen (News - Alert) 9-1-1 (NG9-1-1) technologies. The solution meets the evolving needs of 911 centers by enabling them to capture and utilize data for valuable insights, according to NICE.

Through its integration with AT&T’s solutions, NICE Inform Elite is also providing a “one-stop shop” for capturing and analyzing NG9-1-1 data (both for evidentiary records and for incident reconstruction). Furthermore, 911 centers can leverage NICE’s data analytics to evaluate the impact of new technologies on call handling and response times and uncover and address any training and knowledge gaps.

“AT&T technologies are revolutionizing public safety by empowering 911 centers and first responders with real-time information to make smarter decisions and save lives,” said Chris Wooten, Executive Vice President of NICE, in a statement. “At the same time, public safety agencies are also realizing the importance of having one solution to capture and analyze these new data sources. NICE Inform Elite provides a single, comprehensive solution for capturing NG9-1-1 and other essential incident data, along with automated solutions for incident reconstruction, data analysis and evidence production. This allows public safety agencies to gain a full understanding of everything that occurred during an incident, understand the impact of new technology and data sources, identify areas for improvement and quickly fulfill and manage records requests.”