Public Safety

Next Generation 911, Text-to-911, Public Safety LTE, increasing citizen needs and expectations, and new QA/QI standards are all dramatically changing the Public Safety communications landscape. That’s why NICE is reinventing recording – to help you improve your PSAP operations today while also preparing for the future. 

The revolutionary NICE Inform captures and analyzes all 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 perform Quality Assurance (QA) evaluations in half the time. 

Say goodbye to waiting days or weeks for manual reports and make smarter decisions faster using Inform Elite’s Incident Intelligence Dashboards. See your performance metrics and identify issues earlier so you can meet your performance targets and improve your emergency response.

Emergency data comes in various formats. With Multichannel Information Capture solutions, you can future-proof your PSAP operations in the NG9-1-1 ecosystem, reconstruct incidents, and record, store, and replay data from all mission-critical communications:

• 911 / NG911 calls (legacy CAMA / NG911 SIP Trunking)
• Radio transmissions (P25 IP Logging, Conventional Analog, & Console-based)
• VoIP calls (Voice over IP)
• Text messages
• Videos
• Computer-aided dispatch (CAD)
• Locations from geographic information systems (GIS)
• Captured desktop screens

Integration solutions fuse this data with other sources, such as CCTV video and body-worn camera video. These systems must function together seamlessly, or else risk system downtime, operational failures, and loss of recordings or evidence.

Wilmac specializes in Systems Integrations and is available to help ensure that the different systems, makes, models, versions, and types of technology in your public safety environment work in unison.

We can also integrate advanced 9-1-1 recording software to streamline your analytics, reduce the need for manual data compilation, and drive the insight you need to optimize your PSAP’s performance.

In public safety, there is little room for error. Emergency contact centers are under immense pressure to deliver the right action and adhere to protocol. Quality assurance (QA) helps public safety centers gain valuable insight and drive better PSAP performance by identifying, evaluating, and mitigating knowledge gaps, weaknesses, and compliance violations in incident responses.

How does Quality Assurance work? The QA module is built within the same recording and reconstruction infrastructure. This way, accessing and evaluating incident data is streamlined and maintains consistency and objectivity throughout both processes.

The QA module also generates detailed reports that measure individual and company-wide performance. With these reports, you can identify where you need to train and develop your staff and ultimately drive better performance and minimize turnover in the long run. You can also customize your evaluation forms within the QA module to address your changing needs and performance goals, all while adhering to APCO/NENA QA/QI, IAE, and CALEA Standards.

A critical component of public safety is the ability to assemble, debrief, and distribute information in an efficient manner. NICE Inform Organizer is a unique incident management application that makes it easier to collect, organize, and share multimedia content for investigations while protecting chain of custody.

Within this central repository of incident records, including audio, video, SMS text messages, screen recordings, geographic information (GIS), notes, and more, complete incident reconstruction can be achieved. Entire incident folders can be exported safely and securely to District Attorneys and investigators as encrypted, password-protected files with a self-contained media player. They can also be exported for use by other agencies and incident information can be imported directly into your incident folders.

Instead of burning and carry CDs and DVDs to collaborate and share evidence, reconstruction is securely streamlined to result in a single source of truth for your organization.

Computer Aided Dispatch (CAD) Incident Analytics reduces the time it takes to reconstruct an incident. From the initial 9-1-1 call and dispatching of units to the arrival and on-scene response of emergency personnel, CAD Incident Analytics automates and synchronizes every event within an incident. CAD systems also capture all call, radio, and text recordings, pinpointing their locations on an interactive geographic map, as well as the time critical decisions were made.

Accessing, replaying, and sharing CAD incident data is fast, accurate, and streamlined. With the availability of this information, PSAP’s can improve their agility, enhance dispatcher performance and productivity, capture critical opportunities, and improve emergency response time.

Real-time monitoring streamlines access to recent or live 9-1-1 calls with rewind and fast-forward features, even while an incident is still occurring and dispatchers are on the line with callers. PSAPs can monitor, replay, and annotate live audio from multiple recording channels.