Nice Inform

Helping save lives

It’s great when you enjoy your job.

Even better, though, is when you know the product you provide helps keep people safe, solve crimes, and brings speedy access to the Police, Fire and Ambulance Services which can save a life.

Not a function you would normally associate with a software company, but one we have proudly become accustomed to over decades at SVL.

Our role started by providing call recording for our local Police Force. A vital service, but one which has extended over the decades into a hugely sophisticated process which can now reconstruct incidents, synchronise isolated information from an array of evidence (text, audio and video files) allowing investigators and prosecutors to evaluate and use.

We are proud to support the Emergency Services across the UK.

First-line response is crucial across all three “blue-light” services. A control centre handling emergency calls or managing security operations must have 100% trust in its operations. Down-time is not an option. So, in partnership with NICE, we have developed NICE Inform.

NICE Inform captures the full spectrum of multimedia interactions with synchronised post- incident reconstructions giving 360 degree chronological, visual and audible histories of everything as it happened.

Think of the myriad of communications around a serious incident. Piecing together this data can shine a light on a tragedy and prevent others from happening.

In one system we can collate and review;

  • Analogue and digital telephony
  • Radio communications
  • Ambient recording
  • CCTV
  • On-Screen Data
  • Text Messaging
  • Computer-Aided Dispatch systems
  • Geographic Information Systems
  • Still Images

Inform Evaluator enables evaluation of everything from a single interaction to complex incidents involving multiple channels, interactions and people. It helps emergency centres identify and improve performance issues, knowledge gaps and compliance risks

This software protects the integrity of data while maintaining chain of custody.

But like any other contact centre, the Emergency Services manage their own performance and work-force planning.

Our software combines data from CAD, telephony and radio to provide near real-time snapshots of performance across multiple dimensions – call volumes, durations and hold times, dispatch times, on-scene response times, Quality Assessment scores, and more – with the ability to drill down to listen to associated audio recordings.

It has been amazing to watch the software develop over the years, but it is also really heartening to work with the Emergency Services across the UK.


Lee Sheard is a Business Development Manager for SVL and has spent 18 years in the contact centre industry.

30th August 2018

The truth behind the voice

This week has seen two highly publicised incidents where contact centres have refused service to people in the UK. In separate occurrences, Stephen Dennis and Sophia Reis could not access their bank account, as the operator did not trust validity of their call. Security is foremost in the mind of contact centres in our financial industry. The operator, in […]

17th September 2018

The benefits of working with a pre-sales team

There is a huge level of satisfaction and gratification when taking an idea, a simple drawing on a whiteboard in front of a customer and moving it forward to a tangible, business solution critical for an organization’s success when considering a NICE product for their company. The service I now provide was not common, or […]

4th September 2018

Be careful what you say…and type….

Everyone is becoming more aware of security and fraud these days. Be it dodgy texts, e-mails with suspect attachments or people on the phone claiming to be your bank, insurance company or even HMRC. Fraud is on the rise and with ever more daring and imaginative attacks. I myself was a victim of hacking when […]

22nd August 2018

The Case for Speech Analytics in the Small to Medium Enterprise

Over the last 5 years, advances in technology and the move to the Cloud has made advanced contact centre applications accessible to small and medium sized contact centres. The BIG question: What are the real benefits of deploying speech analytics technology within a smaller organisation? The short answer is – EXACTLY the same as expected […]

15th August 2018

Performance support in Contact Centres – use it or lose it!

Allan Kay, our Training Manager, reflects on the joys and frustrations of implementing a training programme for a contact centre.

8th August 2018


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