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NICE Helps Metro Nashville Department of Emergency Communications Get Ready for Next Generation 9-1-1

Date: 2016-11-30
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The center, which handles over one million calls and performs over 7,000 Quality Assurance (QA) reviews annually, will use NICE Inform to record multimedia communications and streamline QA reviews

 

With plans to deploy a state-wide emergency services network (ESInet), Tennessee has set the stage for Next Generation 9-1-1 (NG9-1-1). The Metro Nashville (TN) Department of Emergency Communications (MNDEC), the state’s largest 9-1-1 center, recently upgraded to the latest NICE Inform solution to prepare for this change, NICE announced . NICE Inform will support the MNDEC’s current communication recording needs, while also enabling future logging of SMS texts and other multimedia, as the center prepares to accept texts-to-9-1-1 starting next year.

All calls that come in to the MNDEC – over a million a year – are processed through the MNDEC’s VIPER Power 9-1-1® platform, a Voice over IP (VoIP) call processing solution from West Corporation that can also receive NG9-1-1 services, including SMS texts and other i3 compliant data. NICE Inform is integrated with and certified to support leading NG9-1-1 call handling and text-to-9-1-1 applications, including VIPER.

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NENA i3-compliant and future-ready NICE Inform enables a seamless migration to next generation emergency communications. NICE Inform captures, manages, and synchronizes multi-channel interactions between citizens, PSAPs and first responders, to provide a complete, true record of incidents. It assembles telephony and radio communications into an authentic incident timeline along with SMS 9-1-1 texts, GIS, screen recordings, video and other multimedia, for comprehensive insight into the ‘who, what, when, where and why’ of incidents.

“Text-to-9-1-1 and NG9-1-1 are coming; it’s only matter of when, and we need to be ready,” said Tim Nielsen, NICE Administrator for the Metro Nashville Department of Emergency Communications. “Our recent NICE upgrades align with our transition to all IP, text-to-9-1-1 and ultimately NG9-1-1. For us, it was a necessary move, and a move in the right direction.”

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According to customer surveys, the Metro Nashville DEC also routinely receives high marks from citizens, thanks in large part to its proactive approach to Quality Assurance and Quality Improvement (QA/QI). The MNDEC reviews over 7,000 calls annually to ensure quality standards are being met and protocols are being consistently followed. With the addition of NICE Inform Evaluator and Reporter, the MNDEC will be able to automate manual QA processes to save time, while also turning QA data into actionable information.

“The Metro Nashville DEC exemplifies what it means to be a pacesetter, not just within the state of Tennessee, but within the nation,” said Christopher Wooten, Executive Vice President, Vertical Markets, NICE. “In addition to spearheading the modernization effort for the MNDEC, Tim Nielsen has also taken on a critical dual role as the first Public Safety Chair of the NICE User Group (NUG) and leader of the new Public Safety NICE User Group (PUBNUG). Tim brings a wealth of technology and operational experience to this position which will ultimately be beneficial to other 9-1-1 centers as they navigate the challenges of managing everyday operations while making steady progress toward NG9-1-1.”

For more information on NICE solutions, see: www.nice.com.

- Corporate News/9-1-1magazine.com (via NICE, 11/30/16)

 

 

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