Transcription

2016 North American911 Recording and Quality ManagementCompany of the Year Award2016

BEST PRACTICES RESEARCHContentsBackground and Company Performance . 3Industry Challenges . 3Visionary Innovation & Performance and Customer Impact . 3Conclusion. 8Significance of Company of the Year . 9Understanding Company of the Year . 9Key Benchmarking Criteria . 10Visionary Innovation & Performance . 10Customer Impact . 10The Intersection between 360-Degree Research and Best Practices Awards . 11Research Methodology . 11Best Practices Recognition: 10 Steps to Researching, Identifying, and Recognizing BestPractices . 12About Frost & Sullivan . 13 Frost & Sullivan 20162“We Accelerate Growth”

BEST PRACTICES RESEARCHBackground and Company PerformanceIndustry ChallengesPublic safety answering points (PSAPs) – which handle 911 calls – and emergencycommunications centers that dispatch first responders are facing evolving incidents andthreats, demographics, and technologies. Terrorism and unrest have joined violent,property, and hate crimes to the long roster of life-and-loss causing events that are beingreported, investigated, and analyzed. North America’s aging population will generate more911 calls from accidents, falls, and illnesses.Meanwhile, the ubiquity of mobile communications drives 911 responses. Frost & Sullivanestimates that mobile communications originate nearly 80% of 911 calls. And more PSAPsare now text-enabled, as the adoption of Next Generation 911 (NG911) opens the door tomobile-transmitted images and streaming video, and to the Internet of Things (IoT) andtelemetry data.In other words, wireless and the rise of new communication channels are making 911responses and reporting more complex. Consider that multiple individuals might report thesame events, while so many calls may or may not contain new information. Inadvertent“pocket dialed” calls that consume significant PSAP resources are also common. Also notethat poorly-handled 911 incidents are shared on social media.Such developments have put additional pressure on PSAPs to ensure 911 service quality.PSAPs must do their best to avoid diminishing call quality and performance that may putthe public at greater risk.Visionary Innovation & Performance and Customer ImpactCriterion 1: Addressing Unmet NeedsNICE’s 911 applications are intended to build public confidence in emergency serviceswhile assisting the relevant departments in managing tight budgets. As such, NICE offersa set of 911 solutions that meet the need for effective, responsive, and accountable multichannel emergency contact handling, and for swift and decisive incident investigation andfollow-up.NICE Inform is NICE’s flagship offering for 911 centers. A leading digital evidencemanagement solution, NICE Inform records, manages, and synchronizes multi-channelinteractions between citizens, PSAPs and first responders, to provide a complete, truerecord of incidents. NICE Inform assembles telephony and radio communications into anauthentic incident timeline along with SMS 911 texts, geographic information systems(GIS), screen recordings, video, and other multimedia, for comprehensive insight into the“who, what, when, where and why” of incidents. Frost & Sullivan 20163“We Accelerate Growth”

BEST PRACTICES RESEARCHNENA i3-compliant and future-ready, NICE Inform works hand-in-hand with NICE’straditional and IP capture platforms to support virtually any radio and extgenerationemergencycommunications. NICE Inform is also integrated, certified, and field proven with leadingNG911 call handling, text-to-911, and RoIP (Radio over IP) systems so PSAPs getcomplete incident reconstruction capabilities today while equipping themselves for P25and future multimedia communications tomorrow.NICE Inform integrates and put into context information from many sources to help PSAPsreconstruct and understand the who, what, when, where and why of an incident.In addition to multimedia incident reconstruction, NICE Inform provides an assortment offeature-rich modules which PSAPs can use to gain insights from growing volumes of multichannel interactions. They include: integration to Priority Dispatch AQUA Evolution forstreamlining case reviews; quality assurance (QA) scheduling, evaluation and reportingtools; audio and text analytics; and instant replay for real-time decision support. NICEInform is available in standalone and hosted (matrix) configurations for PSAPs that wantto reduce IT infrastructure costs while maintaining their autonomy. Frost & Sullivan 20164“We Accelerate Growth”

BEST PRACTICES RESEARCHCriterion 2: Visionary Scenarios through Mega TrendsNICE Inform aligns with key Mega Trends. It supports Safe Cities by helping to ensureoptimalmulti-channel and NG911 response. NICE Inform also efficiently gathersinformation to solve crimes and accidents, provides detailed information to authorities,and helps prevent or mitigate such future events. And NICE Inform aligns with SocialTrends. It enables PSAPs to handle and record text messages as well as the full spectrumof multimedia communications that will be enabled through NG911. Built-in QA capabilitiesalso help PSAPs to improve the effectiveness of their responses for all types of emergencycommunications.Criterion 3: Implementation of Best PracticesNICE Inform incorporates a wide range of 911 best practices in its solutions. The NICERecording is truly multi-channel. It logs 911, radio and VoIP calls, call taker workstationscreens, computer-aided dispatch (CAD) data, locations from GIS, SMS text–to-911messages, and it integrates with other sources, such as CCTV video.Various NICE Inform modules address different PSAP needs. NICE Inform Monitor enablessupervisors to simultaneously monitor multiple channels in near real-time. NICE InformVerify replays the last recordings over pre-defined search periods. NICE Inform AudioAnalytics enables PSAPs to streamline investigations, ensure compliance and quickly findand categorize calls for QA review. And NICE Inform Reconstruction synchronizes isolatedinformation from multiple channels and puts it into proper context to recreate incidentsfrom every angle, from start to finish. NICE Inform Organizer then stores this collectedcontent, including third party files, in central, secure folders, providing instant, web-basedaccess for authorized reviewers. It ensures data accuracy, authenticity, and integrity whilemaintaining chain of custody.Meantime, to ensure optimal call taker performance, NICE Inform Evaluator enablesincident evaluation, including those involving multiple channels, interactions, and people.NICE Inform Evaluator’s robust capabilities streamline every aspect of the QA process –from automated scheduling to pre-programmed templates and form builders for scoringcalls.NICE Inform Reporter provides customizable, chart-based call volume andevaluation reports to monitor current status and track trends and progress over time.Finally, both the NICE Recording and NICE Inform solutions run over traditional networksas well as privately-managed emergency services IP transport networks (ESInets). Bothapplications will be able to use national public safety broadband networks, such asFirstNet, which will complement NG911 services when they’re deployed.Criterion 4: Blue Ocean StrategyNICE’s corporate strategy focuses on its core structured and unstructured data capture Frost & Sullivan 20165“We Accelerate Growth”

BEST PRACTICES RESEARCHand analysis solutions, aimed at real-time decision-making and guidance. NICE appliesthese capabilities synergistically across its lines of business. This approach maximizes thereturns from NICE’s product development both internally and from strategic acquisitions.To illustrate, NICE has long had a strong presence in the customer interaction industrymarket. In early 2016 it acquired Nexidia to enhance its customer analytics capabilities.Next, NICE acquired Voice Print International (VPI), which brought additional callrecording and QM expertise, service and support experience, and new clients. As a resultVPI bolstered NICE’s presence in the customer interaction and public safety markets.NICE also recently added new QM capabilities to NICE Inform. Its audio analytics offersgreater search precision for quality assurance (QA) and compliance through a powerfulsearch syntax that enables it to proactively identify compliance issues before they becomesystemic problems. PSAPs also can tailor searches to various confidence levels to reducefalse positives or return wider ranges of results. New integrations with Priority Dispatch’sAQUA and APCO’s 9-1-1 Adviser enable call evaluators to conveniently play back audiorecordings directly from those case review interfaces and complete QA reviews in half thetime, because they don’t have to toggle from system to system to search and play t-to-911conversationsforinvestigations. The text-to-911 records can also be combined with recorded 911 calls,radio communications, screens, and other incident data to create complete and authenticincident timelines.Meantime, NICE also has bolstered support for other vendors’complementary solutions. NICE Inform is now integrated with and certified to supportleading NG911 call handling and text-to-911 applications, including the latest versions ofAirbus DS Communications’ VESTA and West Corporation’s VIPER.But NICE’s public safety solutions go well beyond serving the needs of 911 centers. Forexample, police departments everywhere are investing in digital policing initiatives to bettersafeguard the public. But the growth in digital silos has a downside – it’s makinginvestigations more complex than ever. The sheer volume of digital evidence, coming frommore and more systems, has outpaced the tools investigators have to collect, analyze andshare it. NICE Investigate, a revolutionary new open digital policing and investigationssoftware solution from NICE, was designed to fill this gap. It automates the collection,analysis and sharing of case evidence to help investigators close more cases faster.Criterion 5: Customer Ownership ExperienceNICE’s customers have experienced strong results with its portfolio of recording and QMsolutions. NICE’s solutions have helped PSAPs improve service quality, while improvingtheir efficiency at the same time.For example, the City of Westminster Police Department, Colorado, first implemented Frost & Sullivan 20166“We Accelerate Growth”

BEST PRACTICES RESEARCHNICE Inform in November 2007 and it continues to be a ‘power user’ of NICE Inform tothis day. According to Karin Marquez, the City of Westminster’s CommunicationsSupervisor, the department has reaped cost savings, space savings, efficiencies and otherbenefits – using the system to fulfill incident reproduction requests for investigators, threecourts and the fire department. The city also uses the NICE Inform Evaluator QualityAssurance module for periodic, form-based quality audits of call taker and dispatchercommunications, to increase the objectivity and impact of the city’s QA program.“I love the product,” Marquez said. “It has streamlined our processes and given our usersmore information than ever before. It's great to be able to add CAD reports and othernotes along with the call and radio recordings into one neat electronic package. This helpsour detectives to better correlate information and gain more accurate insights forinvestigations. They can add reports, photos, third party video recordings, and CAD notesthat could otherwise take up 20 pages of paper in the incident folder, then package it allnicely for the District Attorney. And quality evaluators can score calls more objectivelywhen they can clearly see how the entire incident unfolded.”Marquez also stressed another factor that played into the City’s selection of NICE. “NextGeneration 911 is moving pretty quickly and we want to be ready,” she noted. “One of thethings we were looking for was the ability to transition into the IP world and NICEabsolutely offered that. We decided that NICE had more of what we were looking for thanany other vendor and it would be easier to move into the future with NICE Inform.”Criterion 6: Brand EquityNICE’s Inform has been serving the emergency services market since 2007. Its solutionsare used in over 3,000 public safety organizations worldwide, including the New York Cityand Los Angeles police departments, which handle over 12 million and 6 million 911 callsannually, respectively. The City of New York, which has used NICE applications since2001, tapped NICE to equip its newest 911 center with call recording and incidentmanagement applications. NICE’s growing customer roster also includes hundreds of otherdepartments in large and fast growing metro areas and in mid-sized cities. Frost & Sullivan 20167“We Accelerate Growth”

BEST PRACTICES RESEARCHConclusionEmer