NICE (Nasdaq: NICE) has again been chosen by the San Francisco Department of Emergency Management (SFDEM) for its 9-1-1 center upgrade, the company said.
The SFDEM 9-1-1 center will be taking advantage of the full range of NICE Inform´s future-ready applications and integrations to improve productivity and effectiveness across its entire operation, and ensure the highest levels of service for residents of the City and County of San Francisco, and large numbers of tourists who visit the area as well.
The SFDEM´s 9-1-1 call takers and dispatchers are a critical lifeline between the public and first responders. A staggering 3,474 calls come into the 9-1-1 center each day and that number is steadily growing. The SFDEM is aggressively recruiting telecommunicators to keep pace with the workload, while also looking for other ways to bolster telcommunicator efficiency and effectiveness.
With NICE Inform Evaluator, the SFDEM will be able to expand its quality assurance program to systematically review all call types and identify areas where call processing can be improved.
Like most 9-1-1 centers, the SFDEM is moving to next generation technologies. NICE´s direct, certified integration with West Corporation´s VIPER Voice over IP solution means that the SFDEM can record its IP emergency communications with confidence. NICE Inform is also future-ready, so when the SFDEM is ready to start accepting SMS 9-1-1 texts, it will be able to leverage its investment in NICE Inform to record and manage voice, SMS 9-1-1 texts, and additional future multimedia in a unified system.
The San Francisco Department of Emergency Management (DEM) leads the City in planning, preparedness, communication, response, and recovery for daily emergencies, large scale citywide events, and major disasters. DEM is the vital link in emergency communication between the public and first responders, and provides key coordination and leadership to City departments, stakeholders, residents, and visitors.
NICE is a provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens.