NICE Launches Quality Assurance Solution for Public Safety Market



NICE has released NICE Inform Version 6, a solution that enables Public Safety Answering Points (PSAP) to evaluate the quality of service delivered across an entire emergency incident.

The solution supports the evaluation of single calls as well as complete incidents, including the processing of multimedia input, such as GIS, video, and CAD screen.

NICE Inform integrates multimedia data from various capture platforms into one comprehensive incident timeline. This helps PSAPs and various security operation centers reconstruct events, giving them a 360-degree view of the incident for investigation, debriefing and training purposes.

In the latest release of Inform, these capabilities are further improved with the addition of quality assurance tools. Using NICE's experience in contact center workforce, these tools are designed to help organizations identify knowledge gaps and training opportunities across entire incidents to help improve future responses.

NICE Inform Version 6 includes the following new modules:

  • NICE Inform Evaluator: This module allows PSAP managers to measure the performance of call takers based on a set of predefined KPIs and decide on appropriate training programs to help operators improve their skills.  Managers can gain insight into behavioral trends in the PSAP and can track how call takers and dispatchers acquire new skills and adhere to procedures like those related to Text-to-911 and NG9-1-1.
  • NICE Inform Reporter: This module provides insight into the volume of calls and other incoming multimedia communications, supporting managers in PSAP staffing decisions. Reporter includes 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.

    "Our latest release of NICE Inform has been designed bottom-up for the public safety market," said Yaron Tchwella, president 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."

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Posted December 29, 2015