NICE Inform Elite Delivers Incident Intelligence to Public Safety Control Centres

NICE Inform Elite is the eighth generation of this industry-leading multimedia incident information management solution for public safety control centres. It delivers incident intelligence that empowers public safety organisations to improve their operational performance, provide better quality service and make smarter decisions.

“All emergency communication centres have performance targets they strive to meet,” said Chris Wooten, executive vice president, NICE. “They need to stay on top of these targets to ensure they’re performing at the highest levels and keeping the public safe. NICE Inform Elite provides access to the incident intelligence needed to make smarter, faster decisions, along with workflow automation tools to optimise quality and operational performance.”

NICE Inform Elite adds four new core capabilities to complement Inform’s already robust applications. They include:

CAD Incident Analytics
NICE Inform Elite’s CAD Incident Analytics streamlines the fulfillment of audio reproduction requests process by eliminating unnecessary steps and improving search precision. Users can now bypass the CAD system and type the CAD incident ID/report number directly into Inform Elite. All multimedia recordings related to the incident (emergency calls, radio, screens and SMS texts) are instantly retrieved and merged onto one timeline, along with CAD event data showing when the initial call was answered, when units were dispatched, and when they arrived on scene. These audio reproductions can be saved and securely shared.

Inform Elite’s CAD Incident Analytics also helps PSAPs comply with the APCO/NENA Quality Assurance and Quality Improvement (QA/QI) standard, which recommends that PSAPs review all calls involving high acuity and catastrophic events. NICE Inform Elite automates this process by applying CAD incident type classifications, severity and other parameters to automatically select and schedule calls for QA review. .

Incident Intelligence Dashboards

NICE Inform Elite helps public safety organisations stay on top of performance targets. It uniquely consolidates data from CAD, telephony, radio, and the Inform Evaluator QA system to provide near real-time snapshots of performance across multiple dimensions – call volumes, call durations, speed of answer, hold times, dispatches, dispatch times, on-scene response times, quality assurance scores, and more – with the ability to drill down to listen to associated audio recordings.

All information is presented on web-based dashboards in easily digestible charts, graphs and maps, viewable on smartphones, tablets, desktops and wallboards. Managers can isolate performance metrics for different shifts, telecommunicators, CAD incident types and other criteria, to determine where staffing, training and operational improvements can be made.

NICE Inform Elite also indexes CAD comments to create word clouds which can be visualised through the dashboard. The more frequently a word is used, the larger and closer to the centre of the cloud it will appear. Managers can click on words of interest to drill down to associated recordings and data.

GIS Mapping

NICE Inform Elite’s Incident Intelligence dashboards, Quality Assurance and reconstruction modules are now enhanced with GIS mapping which enables managers to view the geolocation of CAD incidents, emergency calls, radio communications and captured SMS texts on interactive GIS maps. This provides a more in-depth visual context of events, with the ability to zoom in to specific locations, and drill down to multimedia recordings for investigations or QA reviews. Because this information is updated in near real-time, it can also provide early situational awareness of potential large-scale events. GIS heat maps can also be used for retrospective analysis, for example to visualise where certain types of crimes occur most often.

All-in-one Future-ready Multimedia Recording Platform

NICE Inform provides an all-in-one, NENA i3-compliant, cloud-ready solution capable of supporting complete multimedia recording needs, including: telephony, P25 radio, screen recording, SMS text, Next Generation 112/999/000 audio and text, FirstNet and ESN LTE broadband audio and more.

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