NICE
NICE is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE’s solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.
The revolutionary new NICE Inform captures and analyzes ALL of your communications to put recording to work for you. Powered by CAD Incident Analytics, NICE Inform lets you use CAD data to instantly find all 911, radio and text calls associated with incidents for investigations and to perform QA evaluations in half the time. Say goodbye to waiting days or weeks for manual performance measurement reports and make smarter decisions faster using NICE Inform Elite’s Intelligence Center. See your performance metrics and identify issues and their root causes earlier, so you can meet your performance targets and improve your emergency response
Record NG911 Audio, Screen & Text-to-911
Inform Multimedia Recorder logs analog, digital and VoIP calls, radio traffic, screen recordings, text-to-911, videos, computer-aided dispatch (CAD) data and locations from geographic information systems (GIS), and integrates with other sources such as CCTV video. The robust radio over IP (RoIP) recorder has been developed, tested and deployed jointly with Motorola and others over nearly 20 years.
Multimedia Incident & Evidence Management
Inform Reconstruction synchronizes and puts into context isolated information from multiple channels recreating who did what, when and where during an incident.
Inform Organizer stores incident evidence, including third party documents, photos, audio and video files, in centralized folders with secure access for authorized reviewers such as investigators and prosecutors. No more having to email .WAV files around and burn CDs. Inform Media Player ensures accuracy, authenticity and integrity of data while maintaining chain of custody.
Intelligence Center Dashboards & Reports
Inform Intelligence Center consolidates data from CAD, telephony, radio, text-to-911 and Inform Evaluator QA to provide near real-time snapshots of performance across multiple dimensions – call volumes, durations and hold times, dispatch times, on-scene response times, QA scores, and much more – with the ability for users to drill down to root causes, including playback of associated audio recordings. Access web-based interactive dashboards from PCs and mobile devices.
Quality Assurance
Inform Evaluator enables evaluation of everything from a single interaction to complex incidents involving multiple channels, interactions and people. It helps emergency centers identify and improve performance issues, knowledge gaps and compliance violations.
Inform Reporter enables emergency centers to monitor and improve performance and quality via pre-defined, customizable call volume and evaluation reports.
Real-time Decision Support
Inform Monitor provides near real-time monitoring of multiple channels and automatic Recent Call Replay (RCR) of the last call on a selected channel. Inform Verify enables instant replay of the last recordings over a search period.
Complete Alarm Management
Inform Alarm Management provides detailed device and user activity monitoring to track, visualize and rapidly alert to specific events via web-based and local user interfaces. The automated processes are based on predefined rules that categorize event types by severity and other criteria, and promptly initiate the appropriate response directed to designated users.