Durham’s Emergency Communications Center is
turning to NICE to digitally transform quality assurance, incident
reconstruction and performance metrics reporting processes
NICE (Nasdaq: NICE) today announced that the
Durham (North Carolina) Emergency Communications Center (DECC) will
be deploying NICE Inform Elite to take its 911 service to the next
level by digitally transforming processes around tracking center
and telecommunicator performance metrics, performing quality
assurance reviews, accelerating evidence production and delivery,
and reconstructing incidents. As the public safety answering point
(PSAP) for all emergency and non-emergency calls for the city and
county of Durham, the DECC handles close to a half-million calls
annually and provides dispatching services for law enforcement, EMS
and fire partner agencies.
Serving as the centerpiece of DECC’s 911 Quality Assurance and
Improvement (QA/QI) program, NICE Inform Elite will combine
synchronized replay of 911, radio, CAD data, and telecommunicator
screens to enable QA reviewers to instantly discern if
telecommunicators are struggling and where improvements can be
made. The DECC will also be able to automate the selection and
review of high acuity calls, like cardiac or respiratory events, to
ensure telecommunicators are receiving timely feedback and meeting
expectations.
Randy Beeman, Director, Durham Emergency Communications
Center, said, “When it comes to understanding how our PSAP is
performing, there is only one truth in the room. With NICE Inform
Elite, we will be able to capture all our incident information –
911 calls, SMS texts, radio communications, computer aided dispatch
(CAD) data, telecommunicator screens – in one place. The NICE
solution will also provide the performance data intelligence,
quality assurance and incident reconstruction tools we need to turn
data into insights, so we can get to the truth faster.”
Chris Wooten, Executive Vice President, NICE, said, “We
are honored that the Durham Emergency Communication Center, a
center with an extraordinary commitment to 911 excellence, has
chosen NICE as a technology partner. We share that passion for
excellence – DECC in its mission to deliver excellent 911 service
and NICE in its passion to provide innovative technology to help
DECC uncover the truth in data and leverage those insights to
assist Durham city and county residents in their time of need.”
Part of the Evidencentral platform, NICE Inform Elite provides
emergency communications centers like the DECC with a single
platform for capturing and analyzing ECC data, powered by automated
solutions for reconstructing incidents, providing evidence, quality
assuring calls, and tracking performance metrics. NICE Inform
Elite’s integration to DECC’s CAD system will also ensure
significant time savings by making call research, retrieval and
incident reconstruction easier for the hundreds of monthly evidence
requests received.
The DECC is a tri-certified (EMS, fire and police dispatch)
IAED™ Accredited Center of Excellence (ACE). To maintain this
status, the center must routinely audit a specified percentage of
calls. NICE’s integration with DECC’s ProQA’s AQUA Evolution
solution will significantly streamline this case review process.
Center leaders will also benefit from performance dashboards which
display dozens of real-time metrics, for insight into overall 911
center and individual telecommunicator performance.
According to Beeman, the technology upgrade will also support
the center’s 911 telecommunicators. “The most important person in
the room is the telecommunicator. If the telecommunicator doesn’t
get the call right, the rest doesn’t matter. By integrating NICE
Inform Elite into our center, we will be able to provide
telecommunicators with the coaching, training and individualized
support they need, so they in turn can provide callers with the
highest levels of care.”
To learn more about NICE’s digital transformation solutions
for Emergency Communications Centers, visit the NICE website by
clicking here or email PSInfo@NICE.com for
more information.
About the Durham Emergency Communications Center (DECC)
As the public safety answering point for all emergency and
non-emergency calls for the city and county of Durham, the DECC
handles close to a half-million calls annually and provides
dispatching services for law enforcement, EMS and fire partner
agencies. Guided by the City’s Strategic Plan, the center helps to
ensure that Durham is a safe and secure community. Durham is North
Carolina’s fourth largest city. Along with Durham County, it
encompasses a 296-square mile area that is home to 330,000
citizens. A tri-certified IAED™ Accredited Center of Excellence
(ACE), DECC is the first center in the U.S. to enable 911 texting.
DECC also holds APCO Project 33 and CALEA certifications. DECC
maintains two locations, a primary 911 center and a backup
location. More info at
https://www.durhamnc.gov/435/Emergency-Communications.
NICE Public Safety & Justice With over 3,000
customers and 30 years of experience, NICE helps all types of
public safety and criminal justice agencies, from emergency
communications and law enforcement to prosecutors and courts,
digitally transform how they manage digital evidence and data from
beginning to end, to get to the truth faster. NICE’s Evidencentral
platform features an ecosystem of integrated technologies that
bring data together to give a single view of the truth, enabling
public safety and justice agencies to do what they do better –
whether it’s responding to incidents, investigating and building
cases, or prosecuting crimes. With comprehensive digital
transformation solutions that can be deployed across entire
counties and states, NICE also helps everyone work better together,
so justice flows more smoothly, from incident to court.
https://www.nicepublicsafety.com
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/20230718211204/en/
Corporate Media Contact Cindy Morgan-Olson, 1 646 408
5896, ET media@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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