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Powerful New NICE Inform Call Playback Integrates within APCO 9-1-1 Adviser

Date: 2016-08-17
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NICE has announced at this week's APCO Conference 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.

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.

For more information, see: www.nice.com.

- Product Profiles/9-1-1magazine.com (via NICE solutions, 8/11/16)

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