In an emergency call center, call takers are often under immense pressure due to the nature of the emergency situation; there is no room for error. It is crucial to verify adherence to protocol to ensure the best possible outcome. Emergency call centers receive many calls, but without a tool to analyze the content of those calls, it can be difficult to gather insight for investigation, quality improvement, and risk mitigation. Speech Analytics is a powerful tool that can analyze recorded calls, allowing you to search for a specific word or phrase, categorize calls by type, and quickly locate calls based on content.
Speech Analytics allows PSAPs to:
- Improve call taker performance by reviewing the handling of calls to identify best practices and knowledge gaps
- Mitigate risk by ensuring compliance and adherence to protocol
- Improve investigations by enabling users to quickly find calls based on words, sounds, or phrases to uncover relevant information
- Identify trends based on time, location, activity, and more
Speech Analytics is so powerful thanks to speech indexing, which analyzes recorded calls using a word discovery engine that identifies all possible matches and provides a confidence level for each match. Indexing all possible matches increases the likelihood that all instances of the target word are captured, even when audio quality is degraded due to background noise or other factors.
To learn more about Speech Analytics, please view our webinar entitled Understanding Speech Analytics. We also invite you to contact us with any questions. Our knowledgeable and highly-trained Subject Matter Experts (SMEs) are prepared to explain the intricacies of Speech Analytics and how it might be best utilized for your specific environment.
Tags: Public Safety, Speech Analytics, Webinar