NICE Showcased Powerful NICE Inform Call Playback Integration within APCO 9-1-1 Adviser at APCO 2016

Aug. 18, 2016
2 min read

NICE announced that it is integrating the NICE Inform solution with APCO 9-1-1 Adviser to streamline the process of reviewing and evaluating 9-1-1 telecommunicator interactions with the public. NICE and Smart Horizons, the developers of APCO 9-1-1 Adviser highlighted the integrated solution during APCO 2016 in a joint educational session.

Using the integrated solution, quality assurance evaluators will be able to conveniently search for, retrieve and playback call audio recordings captured in NICE Inform directly within the 9-1-1 Adviser case review interface. This will cut case review time in half because the entire process of listening to and evaluating calls can be done through one user interface, without having to go back and forth between two systems. 9-1-1 Adviser also works with the VPI Empower 911 solution in a similar manner.

9-1-1 Adviser is a criteria-based software application that uses APCO’s nationally recognized protocol to guide call handling, prioritize the response level of a call and provide pre-arrival instructions to the caller. The solution also includes tools to evaluate Telecommunicators’ adherence to this same criteria. The industry-leading digital evidence management solution, NICE Inform records, manages and synchronizes multi-channel interactions between citizens, telecommunicators and first responders, to provide a complete, true record of incidents.

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