NICE, Platinum Winner in the 2017 ‘ASTORS’ Homeland Security Award Winner, for Best 911 Recording & Analytics Solution and a strong competitor in the 2018 ‘ASTORS’ Awards is pleased to announce the launch of the NICE Inform Intelligence Center.
The NICE Inform Intelligence Center is a public safety data analytics and visualization solution that presents PSAPs (Public Safety Answering Points) with actionable information and performance metrics to better understand underlying issues so they can continuously improve operational performance.
(Learn More. Next Generation 9-1-1 and LTE broadband networks are fundamentally changing emergency communications. Public Safety Answering Points, at the center of the convergence of these two broadband networks, are becoming Intelligence Centers. PSAPs need to be able to effectively receive, capture, analyze and share multimedia communications with first responders, prosecutors and citizens. See how NICE Inform Elite can help. Courtesy of NICE and YouTube. Posted on Aug 1, 2018.)
“Today, PSAP managers have to pull data from lots of different systems to compile metrics, and for all the manual effort, they still lack the in-depth insight needed to make real operational improvements,” explains Chris Wooten, Executive Vice President, NICE.
“Now for the first time ever, with the introduction of the NICE Inform Intelligence Center, PSAPs have a single automated solution for compiling and tracking critical PSAP performance metrics.
“Metrics are continuously updated and presented on highly-intuitive dashboards, with drill-through links to underlying audio recordings for context. No other solution can provide that.”
The NICE Inform Intelligence Center puts powerful near real-time analytical tools within reach of PSAP managers, making it easy to identify, understand, and address the factors that drive operational performance.
Leveraging GIS mapping, and data from Computer Aided Dispatch (CAD) and the NICE Inform Elite (multi-media recording) system, the NICE Inform Intelligence Center generates unprecedented insight into daily emergency communication center operations, illuminating problems that can impact service before they get out of hand.
It breaks down the barriers of bringing together, analyzing and acting on operational, phone, radio, CAD and quality metrics – empowering PSAPs with a single view of the truth.
Web-based dashboards provide up-to-the-minute snapshots of key performance metrics that PSAP managers can use to gauge operational performance and improve service levels.Information is presented in easily digestible charts, graphs and maps, viewable on smartphones, tablets, desktops and wallboards.
Managers can easily spot trends and outliers, and better understand what’s driving them.
Having this level of detailed insight is especially critical for high priority calls (such as cardiac arrests, active shooter, or domestic violence incidents) where every second counts.
For example, if an agency is not meeting targeted response levels for critical incidents, managers can review various statistics, and then drill down into the underlying data and review the 911 audio recordings to understand the root causes.
Managers can also quickly pinpoint and visualize calls related to a large-scale police, fire or EMS incident, and see what types of incidents are occurring where.
Additionally, they can use the Intelligence Center’s word clouds to drill down to incidents where specific words (for example, shooting or bomb) appeared in the CAD comments field.
Key performance indicators can also be projected onto an emergency communications center wallboard, empowering call takers and managers with up-to-the-minute information on how quickly calls are being answered, if calls are being abandoned, along with the most frequent incident types and locations, recent quality assurance scores, and more.
The first agency to utilize NICE’s new solution is the City of Westminster (CO) Police Department.
“Our agency prides itself on being on the leading-edge of technology and we find the new NICE Inform Intelligence Center really exciting,” said F. Russell Bowers, ENP, Public Safety Communications Administrator, City of Westminster (CO) Police Department.
“It’s giving us access to performance metrics that weren’t previously available, enabling us to develop much greater insights into our call volume, and even helping us pinpoint what’s happening where from a crime perspective.”
“NICE has done a really great job of simplifying the way we gather and distill performance metrics and other information, so we can do a better job serving the public.”
The NICE Inform Intelligence Center comes with several pre-built dashboards that are easily customizable, including:
- 911 Summary: Shows top level metrics on 911 call types, how quickly 911 calls are being answered and dispatched, how quickly first responders are arriving on scene, and more.
- Call Durations: Shows how efficiently 911 call takers are handling various types of incidents, with the ability to drill down to data and voice recordings to troubleshoot problems.
- Time-to-Enter: Displays average ‘Time-to-enter’ (how quickly call takers can process different types of calls and transfer them for dispatch), with the ability to drill down to individual call taker metrics and voice recordings.
- Time-to-Dispatch: Displays average ‘Time-to-dispatch’ (how quickly calls are dispatched), with the ability to isolate and understand the impact of incident types, priorities, individuals.
- Time-to-On-Scene: Displays average ‘Time-to-on-scene’ (defined as the time from when the 911 call comes in to the first responder arrives on scene), with the ability to identify contributing factors.
- Radio Transmissions: Shows radio transmission volumes and trends by talk-group, plus the ability to analyze and identify longer transmissions.
- Incident Investigation: Provides insight into the volumes and types of incidents handled by the PSAP, with the ability to view and drill down to incidents and voice recordings from maps and word clouds.
- Public Non-Emergency Call Summary: Shows the percentage of calls that are emergency vs. non-emergency so managers can develop contingency plans for offloading non-emergency calls.
NICE will be demonstrating the Intelligence Center at Booth #529 at the APCO 2018 Annual Conference & Expo in Las Vegas, Nevada, August 5-8.
The NICE Inform Intelligence Center builds on the already-powerful capabilities of NICE Inform Elite.
NICE at a Glance
NICE is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data.
NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens.
Over 22,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies, are using NICE solutions.
NICE Inform Competes in 2018 ‘ASTORS’ Homeland Security Awards Program
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NICE
- Platinum ‘ASTORS’ Award Winner
- NICE Inform Elite
- Best 911 Recording & Analytics Solution
- *A 2016 ‘ASTORS’ Award Winner
AST focuses on Homeland Security and Public Safety Breaking News, the Newest Initiatives and Hottest Technologies in Physical & IT Security, essential to meeting today’s growing security challenges.
The 2018 ‘ASTORS’ Homeland Security Awards Program, is organized to recognize the most distinguished vendors of Physical, IT, Port Security, Law Enforcement, Border Security, First Responders, (Fire, EMT, Military, Support Services Vets, SBA, Medical Tech) as well as the Federal, State, County and Municipal Government Agencies – to acknowledge their outstanding efforts to ‘Keep our Nation Secure, One City at a Time.’
As a 2018 ‘ASTORS’ Award Competitor, NICE Inform will be competing against the industry’s leading providers of Innovative 911 Recording & Analytics Solutions.
To Learn More about the ‘ASTORS’ Homeland Security Awards Program, see 2017 ‘ASTORS’ Homeland Security Award Winners Honored at ISC East.
Over 100 distinguished guests from National, State and Local Governments, and Industry Leading Corporate Executives from companies allied to Government, gathered from across North America and the Middle East to be honored from disciplines across the Security Industry in their respective fields which included representatives from:
- The Department of Homeland Security(DHS) Science and Technology Directorate (S&T)
- U.S. Customs and Border Protection
- The Department of Justice
- The Security Exchange Commission
- State and Municipal Law Enforcement Agencies
- The Royal Canadian Mounted Police
- Leaders in Private Security
American Security Today will be holding the 2018 ‘ASTORS’ Awards Presentation Luncheon to honor Nominees, Finalists and Winners on November 14, 2018 at ISC East 2018 in New York City.
Nominations are now being accepted for the 2018 ‘ASTORS’ Homeland Security Awards at https://americansecuritytoday.com/ast-awards/.
Good luck to NICE Inform on becoming a Winner of the 2018 American Security Today’s Homeland Security Awards Program!
Learn how the revolutionary new NICE Inform captures and analyzes ALL of your communications to put recording to work for you at https://www.nice.com/protecting/public-safety/nice-inform.
Or to view NICE’s complete offerings of products and services, please visit https://www.nice.com/.
For ‘ASTORS’ Sponsorship Opportunities and More Information on the AST 2018 ‘ASTORS’ Homeland Security Awards Program, please contact Michael Madsen, AST Publisher at: mmadsen@americansecuritytoday.com or call 732.233.8119 (mobile) or 646-450-6027 (office).
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NICE Inform Competes in 2018 ‘ASTORS’ Homeland Security Awards
