NICE Inform Elite Incident Intelligence Dashboards – Demos at APCO 2017

NICE, a competitor in the 2017 ‘ASTORS’ Homeland Security Awards Program will exhibit the new NICE Inform Elite, the eighth generation of its industry-leading multimedia incident information management solution for emergency communications centers, in booth #923 at the 2017 APCO Conference.

APCO 2017 will take place August 13-15 at the Colorado Convention Center in Denver, Colorado.

NICE Inform Elite combines a future-ready multimedia recording platform with Incident Intelligence dashboards, CAD incident analytics and GIS mapping, to give 9-1-1 center managers the tools they need to make operational improvements, and smarter decisions.

NICE Inform Elite’s drill-through dashboards uniquely combine data from CAD, telephony, radio, and the NICE Inform Evaluator Quality Assurance (QA) module to provide up-to-the-minute performance metrics on call volumes, answer times, on-scene response times, QA scores and much more – viewable on desktops, wallboards and mobile tablets.

Dick Bucci, principal analyst, Pelorus Associates
Dick Bucci, principal analyst, Pelorus Associates

“NICE Inform Elite’s ability to stitch together data from disparate PSAP systems to provide incident intelligence is unique,” said Dick Bucci, principal analyst, Pelorus Associates, a market research firm.

“By integrating data across these systems, NICE Inform Elite provides a single source of truth so managers can identify issues earlier, meet performance targets and improve emergency response.”

NICE will also demonstrate how PSAPs can cut audio reproduction fulfillment time in half using CAD data to retrieve and reconstruct incident recordings, and similarly, how PSAPs can streamline and focus their Quality Assurance (QA) efforts on the calls that matter most, by using CAD data to automate QA call selection.

In addition to offering demonstrations of NICE Inform Elite, NICE has a full line-up of activities in store for APCO 2017:

PUBNUG Training Forum

Launched just over a year ago, the Public Safety NICE User Group (PUBNUG) is now 450 members strong.

Public Safety NICE User Group (PUBNUG)
Public Safety NICE User Group (PUBNUG)

PUBNUG provides a community for NICE public safety customers to share information, best practices and ideas.

NICE will be holding its first-ever PUBNUG APCO training forum on Monday, August 14 at 12-3 p.m. in Convention Center Room 106.

Training will center on NICE Inform best practices, a solution ‘tour’ of NICE Inform Elite, followed by an interactive town hall-style discussion.

NICE public safety customers attending APCO are encouraged to register. For more information, please email

PSAPs’ Finest Awards Presentation

On Tuesday, August 15, at 11 a.m., NICE will also host its twelfth annual PSAPs’ Finest Award presentation ceremony in booth  #923 to recognize the 2017 PSAPs’ Finest Awards recipients.

PSAPs’ Finest Awards Presentation

Sponsored by NICE, the PSAPs’ Finest Awards are presented annually to winners in seven categories: Director, Line Supervisor, Technician, Trainer, Telecommunicator, Innovator and PSAP of the Year.

NICE Inform Elite is a NENA i3-compliant, cloud-ready solution designed to support a 911 center’s complete multimedia recording needs, which includes:

  • Telephony
  • P25 radio
  • Screen recording
  • SMS texts
  • Next Generation 911/112/999/000 audio and text
  • NG911 Enhanced Data EIDD
  • FirstNet and ESN LTE broadband audio, and more.

NICE Inform captures, manages, and synchronizes multi-channel interactions between citizens, 911 centers and first responders to provide a complete, true record of incidents.

NICE Inform assembles telephony and radio communications into an authentic incident timeline along with SMS 911 texts, GIS, screen recordings, video and other multimedia, for comprehensive insight into the ‘who, what, when, where and why’ of incidents.

This is critical for incident reconstructions and investigations, and also for compliance and quality assurance.

The newest edition of NICE Inform, NICE Inform Elite, goes far beyond traditional emergency communications recording solutions to deliver incident intelligence that empowers 911 centers to improve their operational performance, provide better quality service and make smarter decisions.

NICE Recording Platform

NICE Inform Elite adds four new core capabilities on top of Inform’s already robust applications.

These include:

  • CAD Incident Analytics to enhance incident reconstruction and automate quality assurance workflow
  • Incident Intelligence dashboards for real-time tracking of performance targets and trends
  • GIS mapping for improved incident visualization and analysis, and
  • A future-ready multimedia recording platform


Next Generation 911, Text-to-911, FirstNet LTE, increasing citizen needs and expectations, and new Quality Assurance/Quality Improvement standards are all dramatically changing the Public Safety landscape.

With NICE Inform Elite, NICE has reinvented 911 recording to give emergency communications centers the tools they need to improve their operations today while also preparing for what’s coming next.

Advanced CAD Incident Analytics Enhances Incident Reconstruction and Automates QA

A critical function of emergency communications centers involves fulfilling audio reproduction requests for district attorneys, investigators and other requesters.

911 Centers typically handle thousands of such requests annually.

NICE Inform Elite’s CAD Incident Analytics streamlines this process by eliminating unnecessary steps and improving search precision. Users can now bypass the CAD system and type the CAD incident ID/report number directly into Inform Elite.

All multimedia recordings related to the incident (emergency calls, radio, screens and SMS texts) are instantly retrieved and merged onto one timeline, along with CAD event data — showing when the initial call was answered, when units were dispatched, and when they arrived on scene.

These audio reproductions can be saved and securely shared.

Karin Marquez, Communication Supervisor for the Westminster (CO) Police Department
Karin Marquez, Communication Supervisor for the Westminster (CO) Police Department

“I am very excited about NICE Inform Elite,” said Karin Marquez, Communication Supervisor for the Westminster (CO) Police Department.

“It takes the guesswork out of trying to match CAD records to audio recordings – it does it for me automatically.”

“Inform Elite has already cut my audio request fulfillment time in half.”

“It also provides a much clearer picture of how incidents were handled, in terms of what actions were taken, by whom, and when – which is essential for investigations, compliance and quality assurance.”

Inform Elite’s CAD Incident Analytics also helps 911 centers comply with the APCO/NENA Quality Assurance and Quality Improvement (QA/QI) standard, which recommends that 911 centers review all calls involving high acuity and catastrophic events.

NICE Inform Elite automates this process by applying CAD incident type classifications, severity and other parameters to automatically select and schedule calls for QA review.

Delivering Incident Intelligence to 911 Centers

We’ve all heard the saying “You can’t manage what you don’t measure.”

Nowhere is this truer than in the emergency communications center where call handling, response times and quality of service can literally mean the difference between life and death.

All emergency communication centers have performance targets they strive to meet – but it’s not always easy to effectively and efficiently track performance against them.

It’s not uncommon for managers to spend hours upon hours compiling statistics and sorting through data. And in the final analysis, the results are neither timely nor accurate.

NICE Search Using CAD

NICE Inform Elite offers a better way.

NICE Inform Elite’s Incident Intelligence dashboards can help 911 centers stay on top of performance targets and out of the media spotlight.

The dashboards uniquely consolidate data from CAD, telephony, radio, and the NICE Inform Evaluator Quality Assurance system to provide near real-time snapshots of performance across multiple dimensions, including:

  • Call volumes and call durations
  • Speed of answer and hold times
  • Dispatches and dispatch times
  • On-scene response times
  • Quality assurance scores, and more

Managers even have the ability to drill down to listen to associated audio recordings for granular insights.

NICE Inform Elite’s Incident Intelligence drill-through dashboards give 911 center managers up-to-the-minute performance metrics, viewable on desktops, wallboards and mobile tablets.

All information is presented in easily digestible charts, graphs and maps.

Managers can also isolate metrics for different shifts, telecommunicators, CAD incident types, etc., to determine where staffing, training and operational improvements can be made.

Additionally, NICE Inform Elite indexes CAD comments to create word clouds which can be visualized through the dashboard.

The more frequently a word is used, the larger and closer to the center of the cloud it will appear.

Managers can click on words of interest to drill down to associated call recordings and data.

NICE Inform 8 Incident Intelligence Dashboard

GIS Mapping for Improved Incident Visualization and Early Situational Awareness

NICE Inform Elite’s Incident Intelligence dashboards, Quality Assurance and reconstruction modules are also now enhanced with GIS mapping which enables managers to view the geolocation of CAD incidents, emergency calls, radio communications and captured SMS texts on interactive GIS maps.

This provides a more in-depth visual context of events, with the ability to zoom in to specific locations, and drill down to multimedia recordings for investigations or QA reviews.

Because this information is updated in near real-time, it can also provide early situational awareness of potential large-scale events.

GIS heat maps can also be used for retrospective analysis, for example to visualize where certain types of crimes occur most often.

NICE Inform Elite in 2017 ‘ASTORS’ Homeland Security Awards Program

The 2017 ‘ASTORS’ Homeland Security Awards Program, organized to recognize the most distinguished vendors of Physical, IT, Port Security, Law Enforcement, 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 an ‘ASTORS’ competitor, the NICE Inform Elite will be competing against the industry’s leading providers of 911 Recording and Analytics.

ASTORS HSA 2017 Good luck to NICE Inform Elite on becoming a Winner of the 2017 American Security Today’s Homeland Security Awards Program!

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