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Workforce Optimization Provider NICE Systems Showcases Next Generation 911 Solutions

NICE Systems (News - Alert), a provider of integrated digital recording and contact center workforce optimization solutions, has showcased NICE Inform, a next generation 911 solution, at the APCO International 78th Annual Conference & Expo.

The solution allows Public Safety Answering Points (PSAPs) to address the challenge of capturing multiple types of emergency correspondence whether in the form of voice, text, telematics or video.

With NICE Inform, third party video can be imported into incident timelines. This information can be combined with other multimedia, so PSAPs can reconstruct an incident in a more comprehensive manner.

At the APCO event, NICE also showcased various solutions that address the growing needs of PSAPs to consolidate more diverse forms of multimedia. Some of them include call center optimization solutions, including quality assurance, workforce optimization and management and call analytics.

The next generation 911 system is designed to give future PSAPs access to additional information sources such as city-wide surveillance, License Plate Recognition (LPR), weather systems, and Hazardous Material data.

NICE also demonstrated NICE Situator, the situation management solution, which gives dispatchers broader situational awareness of incidents so that they can coordinate more effective emergency responses.

"Next Generation 911 is now starting to move from the drawing board to reality, and as it does, PSAPs will have access to many new information sources through shared IP networks," said Guy Yaniv, general manager, Surveillance Solutions Division at NICE, in a statement.

"Through our open, cloud-based solutions, NICE is able to help PSAPs leverage shared resources and technology to the fullest, and transform data from all of these sources into insight for decisive action," Yaniv added.

Recently, NICE Systems announced DMG Consulting has recognized NICE as the global market leader in the contact center workforce management (WFM) market.

NICE’s WFM market share is 23.7 percent according to DMG's 2012 Contact Center Workforce Management Market Report. This represents an increase from last year’s 22.5 percent, and places NICE in the first place for the fifth consecutive year.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Rachel Ramsey