911 Call Centers Shift to Cloud Computing
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As first responder agencies in the US move toward shared ESInet environments and full next-generation 911 infrastructure (NG9-1-1), the ability to record multimedia communications in the cloud will become absolutely essential. A new collaboration will make emergency 911 centers operations smarter and more efficient.
NICE, the provider of enterprise software solutions, is offering the first cloud-ready Text-to-911 recording solution for AGENT511’s TEXTBLUE multimedia messaging platform. The NICE Inform solution allows agencies using the AGENT511 platform to tap into the technology for recording 9-1-1 texts and other multimedia communications – an increasing necessity as they move towards shared Next Generation 9-1-1 ESInet environments (Emergency Services IP network).
AGENT511’s TEXTBLUE is an interactive text and multimedia messaging platform for state, regional, and local public safety communication centers that delivers real-time SMS chats compatible with emerging NG9-1-1 standards.
NICE Inform captures, manages, and synchronizes multimedia communications between citizens, PSAPs and first responders, to provide a complete, true record of incidents. 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 to perform Quality Assurance (QA) evaluations in half the time. It enables to make smarter decisions faster using Inform Elite’s Incident Intelligence Dashboards, see performance metrics, and improve emergency response, according to nice.com.
The integration of the two technologies enables PSAPs to harness NICE Inform for the recording of SMS Texts from the TEXTBLUE system and subsequently put them into context with other multimedia communications, such as recorded 9-1-1 calls, radio transmissions, operator screens, CAD data and events and more, for a complete, accurate record of incidents, according to businesswire.com.
The recordings and associated data are vital for quality assurance, investigations and incident debriefings. In addition to capturing the 9-1-1 SMS text conversations, NICE Inform also captures metadata from the text stream, including the caller ID, location, and dates and times for a complete legal record of who texted 9-1-1, from where and when, and what was said.
NICE Inform can be deployed hosted in the cloud, on-premise or as a hybrid solution.
