911 communications center for largest city in
Michigan aims to improve productivity, staff performance and
satisfaction, and elevate 911 service with assistance from NICE
technology
NICE (Nasdaq: NICE)
today announced that the City of Detroit (Michigan) 911
communications center will be deploying NICE Inform Elite to
digitally transform processes around tracking performance metrics,
performing quality assurance reviews, and reconstructing incidents.
Through this transformation, the 911 center expects to improve
productivity, enhance staff performance and satisfaction and
provide better service to citizens and communities. Detroit is the
largest city in the state of Michigan and the 27th most populous
U.S. city with over 639,000 residents.
NICE Inform Elite features Intelligence Center dashboards with
dozens of real-time metrics that offer instant visibility into
what's happening in the 911 center, and why. Metrics can be viewed
on an overall 911 center level, or by individual telecommunicator,
the agency served (police, fire, EMS) or incident priority or type.
The solution automatically consolidates data from various 911
center systems into meaningful metrics which are presented on
intuitive dashboards. Managers can drill through metrics to the
underlying 911 incident recordings for context.
Art Thompson, Chief Information Officer, City of Detroit,
said, “With over a million 911 calls received annually, our call
volume is on par with the top 10 US cities. Citizens call us during
their most vulnerable moments. We want to do everything we can to
take 911 to the next level. NICE’s performance metric capabilities
are going to help us hold ourselves accountable. We’re also looking
to NICE’s solutions to help us better self-reflect and support our
front-line telecommunicators, so they can be successful in their
careers. We plan to use the dashboards to better understand the
types of calls telecommunicators are taking, and their impact, so
we can further enhance staff performance and satisfaction and the
level of service we provide to citizens.”
Chris Wooten, Executive Vice President, NICE, said, “As a
single system of record that sits at the center of the 911 data
ecosystem, our NICE Inform Elite solution brings all
incident-related data together from multiple systems to give 911
centers a single view of the truth and automate incident
reconstructions and Quality Assurance. We give 911 managers the
operational intelligence and free up the time they need to provide
targeted training and coaching to telecommunicators, improve
incident response and keep communities safer.”
The Detroit 911 center, which currently partners with an outside
agency to randomly quality check calls, will also use NICE
technology to take a more proactive approach to 911 Quality
Assurance (QA). When metrics reveal calls where telecommunicators
need additional assistance, managers will be able to assign these
calls for QA review directly through the dashboard. Additionally,
the center will focus more heavily on reviewing medical calls,
thanks to NICE Inform Elite’s ability to use computer-aided
dispatch (CAD) incident data to automatically pull specific types
of high priority calls for quality assurance review.
When a full review of incidents is necessary, NICE Inform Elite
can also streamline incident reconstruction. The solution
automatically pulls 911, dispatch and first responder radio
communications and associated CAD incident data into a timeline
view, so managers are able to synchronously replay incidents
exactly as they happened.
“We run pretty lean for a 911 center,” Thompson added. “Anywhere
we can improve processes by having technology assist and cut down
on man hours is monumental. With our current technology, we have to
go into multiple systems to retrieve recordings and understand what
happened. By migrating to NICE, we’ll be able to capture everything
in one system for a complete picture, which will significantly cut
down on time spent investigating incidents and help us answer
questions faster. NICE Inform Elite checks all the boxes for
us.”
To learn more about NICE Inform Elite:
- Visit the NICE website by clicking here.
- Email PSInfo@NICE.com for more information.
About NICE Public Safety With over 3,000 customers and 30
years’ experience, NICE delivers end-to-end digital transformation,
improved collaboration, efficiency and cost-savings to all types of
public safety and criminal justice agencies, from emergency
communications centers and police departments to prosecutors and
courts. Our Evidencentral platform (which includes NICE Inform,
NICE Investigate, NICE Justice and E-Request) features an ecosystem
of integrated technologies that bring data together to improve
incident response, accelerate investigations, streamline evidence
sharing and disclosure, and keep communities and citizens
safer.
About the Detroit 911 Center Staffed by 30 highly trained
licensed Public Safety Emergency Medical Technicians and Medical
First Responders, the Detroit 911 Center operates 24 hours a day,
365 days of the year, serving 639,000 city residents within a 143
square mile area, and responding to over a million police, fire and
emergency medical calls from the public annually. Detroit is the
largest city in the midwestern state of Michigan and the 27th most
populous U.S. state. More info at
https://detroitmi.gov/departments/detroit-fire-department/communications
About NICE With NICE (Nasdaq: NICE), it’s never been
easier for organizations of all sizes around the globe to create
extraordinary customer experiences while meeting key business
metrics. Featuring the world’s #1 cloud native customer experience
platform, CXone, NICE is a worldwide leader in AI-powered
self-service and agent-assisted CX software for the contact center
– and beyond. Over 25,000 organizations in more than 150 countries,
including over 85 of the Fortune 100 companies, partner with NICE
to transform - and elevate - every customer interaction.
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,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“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 changes in economic and business conditions,
including as a result of the COVID-19 pandemic; competition;
successful execution of the Company’s growth strategy; success and
growth of the Company’s cloud Software-as-a-Service business;
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; the Company’s dependency on third-party cloud
computing platform providers, hosting facilities and service
partners;, cyber security attacks or other security breaches
against the Company; the effect of newly enacted or modified laws,
regulation or standards on the Company and our products and various
other factors and uncertainties discussed in our filings with the
U.S. Securities and Exchange Commission (the “SEC”). 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 SEC, 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/20220106005050/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, ET, chris.irwin-dudek@nice.com
Investors Marty Cohen, +1 551 256 5354, ET, ir@nice.com
Omri Arens, +972 3 763 0127, CET, ir@nice.com
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