NICE Inform Elite, to be demonstrated at APCO
2018, makes it easy to address and identify issues that can
negatively impact PSAP operational performance
NICE (Nasdaq: NICE) announced today the launch of
the NICE Inform Intelligence Center, 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. 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.
Chris Wooten, Executive Vice President, NICE, said,
“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. 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 City of Westminster (CO) Police Department is the first
agency to use the new solution. F. Russell Bowers, ENP, Public
Safety Communications Administrator, City of Westminster (CO)
Police Department, said: “Our agency prides itself on being on the
leading-edge of technology and we find the new NICE Inform
Intelligence Center really exciting. 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.
About NICE
NICE (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 Statements
This 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: https://www.businesswire.com/news/home/20180801005284/en/
NICECorporate MediaChristopher Irwin-Dudek,
201-561-44425chris.irwin-dudek@nice.comorInvestorsMarty
Cohen, +1 551 256 5354ir@nice.com, ETorYisca Erez +972 9 775
3798ir@nice.com, CET
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