The San Diego communications center is
perfecting its 911 service, optimizing dispatch resources and
eliminating evidence request overtime and backlogs with NICE Inform
Elite
NICE (Nasdaq: NICE) today announced that the San Diego
Police Department’s Communications Division has implemented NICE
Inform Elite to automate performance metrics tracking, quality
assurance reviews and incident reconstruction. As a result of
digitally transforming how data is managed, the agency is improving
services to citizens and partner agencies, while optimizing
dispatch resources, and eliminating evidence request overtime and
backlogs.
The San Diego Police Department’s Communications Division is the
public safety answering point for all police, fire, and emergency
medical services (EMS) calls for San Diego, the eighth-largest city
in the U.S. In 2021, the center handled nearly 1.4 million calls
for service, including approximately 621,000 emergency calls and
911 texts.
Roxanne Cahill, Police Dispatch Administrator for the San
Diego Police Department Communications Center stated,
“Essentially, our division is the nerve center of the San Diego
Police Department. We are the first contact citizens have when
requesting help. Additionally, since we capture every
communication, we also perform the vital work of fulfilling 911
evidence requests for investigations and court. NICE is helping us
provide better service to everyone we support – from citizens to
justice partners. Using NICE Inform Elite, we’ve stepped up our 911
quality assurance and performance metrics tracking to provide
better service to callers, while speeding the delivery of 911 audio
reproductions, and eliminating related overtime and backlogs.”
Chris Wooten, Executive Vice President, NICE, commented,
“We appreciate the trust the City of San Diego Police Department
Communication Division has placed in NICE to assist them in their
progressive efforts in all of these areas. From aiding callers in
their worst moments to supporting partner agencies in
investigations and prosecutions, the mission critical work of 911
relies on data. Our automated solutions seamlessly connect data
across different systems and eliminate manual processes, so public
safety agencies can leverage data to the fullest and get to the
truth faster.”
Specifically, the San Diego Police Department’s Communications
Division is utilizing NICE Inform Elite to supplement live
monitoring of calls with automated Quality Assurance (QA), to get
more reviews done in less time. Supervisors can also use automated
QA to target specific calls for review (for example high priority
calls that present significant risk of injury or death or calls
which took excessively long to enter or dispatch).
“Quality assurance is essential for effective dispatcher
coaching, training and mentoring,” added Cahill. “NICE Inform Elite
helps us identify small problems before they become big issues, and
answer questions around not just what happened, but why things
happened as they did. It ensures we're performing our duties as
efficiently as possible, without sacrificing customer service.”
As a single system of record for 911 center data, NICE Inform
Elite also features intelligent dashboards with dozens of real-time
metrics that provide instant visibility into what's performing and
what isn’t. San Diego Police Department Communications Division
supervisors now have a real-time view of the volumes and types of
calls being handled, and the speed at which calls are being
answered, and can immediately see how individual dispatchers are
performing.
Using dashboard metrics, the center can also make on-the-spot
staffing adjustments as needed. “If it’s taking too long to answer
calls, our supervisors and available radio dispatchers will help
with taking calls,” explained Cahill. “If we need to adjust the
ratio of dispatchers answering 911 versus non-emergency calls,
we'll do that as well.”
Additionally, the San Diego Police Department’s Communications
Division receives thousands of requests for audio evidence from
city attorneys, district attorneys, and Child Welfare Services
annually. NICE Inform Elite automates this process as well. Whereas
previously it could take up to four hours to reproduce audio
evidence for homicide investigations, it now takes an hour or less.
Backlogs and overtime have also been eliminated.
To learn more about NICE Inform Elite:
- Visit the NICE Public Safety & Justice website by clicking
here.
- Email PSInfo@NICE.com for more information.
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.
https://www.nicepublicsafety.com/evidencentral
About the San Diego Police Department Communications
Division Staffed by over 140 dispatchers, the San Diego Police
Department Communications Division is the public safety answering
point for all police, fire and emergency medical services (EMS)
calls for San Diego. With more than 1.4 million residents, San
Diego is the second-largest city in California and the
eighth-largest city in the U.S. In 2021, the center handled close
to 1.4 million calls for service, including approximately 621,000
emergency calls and 911 texts. The Division is part of the San
Diego Police Department. The San Diego Police department protects
and serves over 1.4 million residents in the City of San Diego.
More info at https://www.sandiego.gov/police.
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/20220315005645/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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