The agency will leverage NICE Inform’s
recording, multimedia incident reconstruction, and quality
assurance capabilities to improve efficiency, service, and
future-readiness
NICE (Nasdaq:NICE) announced today that the San
Francisco Department of Emergency Management (SFDEM), a NICE
customer since 2006, has once again selected NICE solutions for its
9-1-1 center upgrade. The SFDEM 9-1-1 center will be taking
advantage of the full range of NICE Inform’s future-ready
applications and integrations to improve productivity and
effectiveness across its entire operation, and ensure the highest
levels of service for residents of the City and County of San
Francisco, and large numbers of tourists who visit the area as
well.
This Smart News Release features multimedia.
View the full release here:
http://www.businesswire.com/news/home/20170418005670/en/
The SFDEM's 9-1-1 call takers and
dispatchers are a critical lifeline between the public and first
responders. With 3,474 calls to the 9-1-1 center daily, the SFDEM
9-1-1 center will use the full range of NICE Inform's future-ready
applications and integrations to improve productivity and
effectiveness across its entire operation and ensure the highest
levels of service (photo credit: ©Michael Mustacchi)
“We’ve been working with NICE for about 10 years now and it has
been a really good relationship,” said Mitch Sutton, CIO, San
Francisco Department of Emergency Management. “We feel that NICE
really ‘gets’ public safety and our requirements. In addition to
meeting our needs today, the NICE Inform suite of solutions is well
suited to our future requirements.”
The SFDEM’s 9-1-1 call takers and dispatchers are a critical
lifeline between the public and first responders. A staggering
3,474 calls come into the 9-1-1 center each day and that number is
steadily growing. The SFDEM is aggressively recruiting
telecommunicators to keep pace with the workload, while also
looking for other ways to bolster telcommunicator efficiency and
effectiveness.
Boosting Efficiency and Quality Assurance
“Our telecommunicators perform difficult and life-saving work
every day,” said Sutton. “Here at the SFDEM there has been a big
push to process calls more efficiently to get first responders on
scene faster. We’re also placing a heightened emphasis on quality
assurance to ensure our telecommunicators are handling calls
efficiently and according to protocols. NICE Inform is going to
help us streamline our quality assurance process and meet our
goals.”
With NICE Inform Evaluator, the SFDEM will be able to expand its
quality assurance program to systematically review all call types
and identify areas where call processing can be improved. NICE
Inform Evaluator combines automated, rules-based QA call selection
with a form builder for creating customized evaluation forms for
call review and scoring. Results of evaluations are automatically
tabulated and can be used to pinpoint coaching and training gaps,
while also improving feedback and employee retention. With the
addition of NICE screen recording, supervisors will be able to hear
what was said and at the same time see what was happening on the
telecommunicator’s screen as calls were processed.
The SFDEM also expects to achieve efficiency gains in its
records custodians unit. This unit processes close to 25,000
requests for 9-1-1 records annually for District Attorneys and
other requestors. NICE Inform will streamline the fulfillment of
these requests by making it easier to find, retrieve and share
audio recordings.
Introducing Next Generation Technologies
Like most 9-1-1 centers, the SFDEM is moving to next generation
technologies. NICE’s direct, certified integration with West
Corporation’s VIPER® Voice over IP solution means that the SFDEM
can record its IP emergency communications with confidence. NICE
Inform is also future-ready, so when the SFDEM is ready to start
accepting SMS 9-1-1 texts, it will be able to leverage its
investment in NICE Inform to record and manage voice, SMS 9-1-1
texts, and additional future multimedia in a unified system.
“NICE values our long-standing relationship with the San
Francisco Department of Emergency Management, and we’re honored
that they continue to entrust NICE with their public safety needs,”
said Chris Wooten, Executive Vice President, NICE. “NICE is
committed to helping the SFDEM improve its efficiency and
effectiveness to provide excellent emergency response to the
citizens it serves, while also helping the SFDEM prepare for the
future.”
About the San Francisco Department of Emergency
ManagementThe San Francisco Department of Emergency Management
(DEM) leads the City in planning, preparedness, communication,
response, and recovery for daily emergencies, large scale citywide
events, and major disasters. DEM is the vital link in emergency
communication between the public and first responders, and provides
key coordination and leadership to City departments, stakeholders,
residents, and visitors. The San Francisco Division of Emergency
Communications’ 9-1-1 center serves a city and county of 860,000
people and fields calls for police, fire and medical emergencies,
as well as calls for nonemergency services. The center receives
more than 1.2 million emergency and non-emergency calls per year.
www.sfdem.org.
About NICENICE (Nasdaq: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 25,000 organizations in more than 150 countries, including
over 85 of the Fortune 100 companies, are using NICE solutions.
www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking StatementsThis press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Wooten, are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the Company). In some cases, such forward-looking
statements can be identified by terms such as believe, expect, may,
will, intend, project, plan, estimate or similar words.
Forward-looking statements are subject to a number of risks and
uncertainties that could cause the actual results or performance of
the Company to differ materially from those described herein,
including but not limited to the impact of the global economic
environment on the Company’s customer base (particularly financial
services firms) potentially impacting our business and financial
condition; competition; changes in technology and market
requirements; decline in demand for the Company's products;
inability to timely develop and introduce new technologies,
products and applications; difficulties or delays in absorbing and
integrating acquired operations, products, technologies and
personnel; loss of market share; an inability to maintain certain
marketing and distribution arrangements; and the effect of newly
enacted or modified laws, regulation or standards on the Company
and our products. For a more detailed description of the risk
factors and uncertainties affecting the company, refer to the
Company's reports filed from time to time with the Securities and
Exchange Commission, including the Company’s Annual Report on Form
20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: http://www.businesswire.com/news/home/20170418005670/en/
NICECorporate Media ContactErik Snider, +1 551 256
5274,erik.snider@nice.comorInvestorsMarty Cohen, +1 551 256
5354, ETir@nice.comorYisca Erez, +972 9 775 3798,
CETir@nice.com
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