NICE Inform Elite unlocks the truth from
incident data and helps the center improve PSAP operations with
automated performance metrics tracking and quality assurance
NICE (Nasdaq: NICE) today announced that the City
of Cincinnati Emergency Communications Center (ECC) has implemented
NICE Inform Elite, one of the solutions in NICE’s Evidencentral
platform, to digitally transform and automate processes around
tracking performance metrics and performing targeted quality
assurance reviews. Through this transformation, NICE is helping the
Cincinnati ECC improve operations while also supporting them in
their mission to provide exceptional service. As a combined 911/311
center, the ECC serves the Cincinnati metro area, handling
approximately 750,000 emergency and non-emergency calls annually,
with non-emergency 311 calls on a trajectory to double over the
next year.
NICE Inform Elite provides the Cincinnati ECC with a single
solution for capturing and analyzing ECC data, and automated
solutions for data analysis and performance metrics reporting, as
well as quality assuring emergency and non-emergency calls. NICE
Inform Elite’s intelligence center dashboards provide instant
visibility into what’s performing and what isn’t in the center with
dozens of real-time dashboards and metrics focused on call handling
and response. Administrative staff can also create their own custom
dashboards with no technical expertise required.
Chris Wooten, Executive Vice President, NICE, said,
“Emergency communications centers have no shortage of data, but
today, because that data resides in many disjointed systems, it can
mask the truth and severely limit an ECC’s ability to see where
improvements need to be made. Because NICE provides a single system
of record for all types of incident data, we can unlock the truth
to give agencies, like the Cincinnati ECC, the insights they need
to continuously improve emergency response.”
Cincinnati Emergency Communications Center Director Bill
Vedra, said, “At the Cincinnati ECC, our mission is to connect
people to the help they need, whether they’re calling with an
emergency, or for help with other city services. We’ve set our
sights on being the best metropolitan 911 and 311 center in
America, and as such, we are laser-focused on continuous
improvement. NICE is supporting us in our mission by giving us a
birds-eye view of the metrics behind the work our telecommunicators
do, so we can fine-tune performance, and provide timely feedback,
coaching and training.”
“We have a lot of data in our center but it’s not easily
viewable and digestible,” added Vedra. “With NICE Inform
Elite, instead of waiting months or weeks for reports, in a very
short amount of time, I was able to dive in and immediately start
creating custom dashboards myself.”
For example, the Center has been able to gain insight into how
its use of ASAP-to-PSAP (a national service which streamlines
exchange of alarm information between monitoring stations and
emergency dispatch), has helped to reduce 911 call volume and
improve PSAP operations. "Using NICE Inform Elite, we were able to
create a dashboard to track the number and types of alarm incidents
we were getting through ASAP-to-PSAP (versus traditional 911
calls), and their ultimate disposition,” said Vedra. A
separate dashboard was also created to analyze how often and
effectively police officers were using self-service tools, in lieu
of calling 911 operators to communicate basic information.
"We've had ASAP-to-PSAP for a few years now, but we've never
really been able to analyze whether we achieved a return on our
investment,” said Vedra. “Using NICE Inform Elite, we were
able to create a dashboard to track the number of alarm incidents
we were getting through ASAP-to-PSAP, versus traditional 911
calls.” The ECC was also able to quantify and track the types of
alarm calls, and their ultimate disposition (false alarms or true
emergencies). Vedra also created a separate dashboard to analyze
how often and effectively police officers were using self-service
tools, in lieu of calling 911 operators to communicate basic
information.
The ECC will also rely on NICE Inform Elite to continuously
improve call handling for non-emergency and emergency calls. NICE
Inform Elite enables automated quality assurance of calls based on
CAD incident type. The ECC plans to use NICE Inform Elite to
conduct quality assurance reviews of high-risk calls, such as
cardiac arrests, and to ensure proper transfer of calls to the 988
Suicide and Crisis Lifeline. With the addition of screen recording,
operational support staff are able to review what telecommunicators
said, heard and did during the call, and troubleshoot system issues
and human factors which impact call handling.
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 Cincinnati Emergency Communications Center The
Cincinnati Emergency Communications Center (ECC) is the 911 and 311
center for Cincinnati, Ohio. The ECC answers all emergency calls
for police, fire and emergency medical services and also acts as
the 311 center, taking non-emergency calls for City services. In
addition to the call-taking function, the ECC serves as the
dispatch center for the Cincinnati Police Department. In this role,
the ECC is responsible for the safety of police officers, acting as
their link to the resources they need, keeping track of their
status and location, and coordinating the assignment of officers to
new incidents. In a typical year, the ECC’s 120 call-takers answer
over 350,000 calls on emergency lines, and handle an additional
400,000-plus calls on non-emergency lines. Those calls result in
approximately 300,000 police incidents, 16,000 fire incidents, and
60,000 emergency medical incidents each year. With a city
population of 309,317, Cincinnati is the third-largest city in
Ohio. More info at https://www.cincinnati-oh.gov/ecc/.
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;
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
in making additional acquisitions or 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; privacy
concerns; changes in currency exchange rates and interest rates,
the effects of additional tax liabilities resulting from our global
operations, the effect of unexpected events or geo-political
conditions, such as the impact of conflicts in the Middle East that
may disrupt our business and the global economy; 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/20240502797517/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, media@nice.com, ET
Investors Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, ir@nice.com, CET
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