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In an emergency, there’s no time for hesitation. Timely information exchange with the right level of accurate detail is vital: quick response times can save lives.
Designed for the emergency response, public safety, critical infrastructure, and control room operations, Verint’s advanced technology for public safety including records management systems, offer superior reliability and availability in mission-critical environments.
Operational and citizen needs, along with initiatives such as NG911, are requiring public safety answering points (PSAPs) to move beyond voice. Capturing and storing multi-channel interactions and associated data is time-consuming and poses interoperability challenges, making incident reconstruction, reporting, and quality management difficult. 911 centers need a comprehensive solution that can capture, display, and centralize multichannel interaction recordings on a single platform.
Manual call reviews are costly, time-consuming, and limited to small samples, which is insufficient with increasing call volumes. Random sampling reduces the accuracy of employee performance reviews, but PSAP managers lack the capacity for comprehensive evaluations. Automation can extend supervisor capacity. It allows you to autoscore up to 100 percent of interactions, meet quality assurance goals, and enhance training.
With many of the first of the first responders suffering from burnout and mental health issues, the public safety industry faces high turnover rates. Training new 911 employees over and over is time-consuming and costly, and most PSAPs cannot afford it. Reducing workload by automating non-emergency calls, improving training, and providing timely, objective performance evaluations can reduce burnout and support employee retention.
Operating within tight budgets and using legacy systems pressure PSAPs to do more with less. The adoption of modern technology can provide you with benefits beyond streamlined operations and increased efficiency. Digital tools can significantly reduce expenses, and many of today’s technologies can be implemented seamlessly without causing any disruptions to your current operations.
PSAPs and command centers need to capture, archive, manage, and retrieve recordings across an expanding number of interaction channels and modalities, including computer aided dispatch (CAD).
Verint Recording for Public Safety is a multi-channel recording and archiving solution designed for public safety agencies, supporting the first of the first responders and improving safety.
Capture voice, video, and text communications and related data across multiple channels on a single recorder. Utilize secure hybrid or virtual data storage to ensure data access during critical events, improving situational awareness.
Ensure high-quality and compliant PSAP operations by scoring every interaction, across all channels. Add automation and AI to your existing public safety processes without disruption to your operations and make your quality assurance faster, better, and more complete.
Verint Quality Bot helps you automate the entire quality management process, from scoring evaluations to assigning coaching, regardless of the channel.
Over two thirds of all calls received by public safety agencies are non-emergencies. Citizens often call with requests, such as noise complaints and parking violations, which can affect the availability of 911 call takers.
Automating and providing self-service for your non-emergency calls can improve call handling efficiency.
Read our executive perspective to learn how your PSAP can benefit from non-emergency call automation technology.
Record, archive and retrieve interactions across multiple channels, reconstruct incidents, and comply with emerging standards for digital emergency communications services, including Next-Generation 911 (NG911), and public safety radio systems.
Improve emergency call handling by re-routing non-emergency calls. Enhance efficiency and ease call-taker workload by enabling citizens to self-serve on non-emergency, routine requests.
Enhance service quality and compliance with Verint Quality Bot. Increase capacity, streamline reviews, cut costs and empower telecommunicators.
Technological advancements for the public safety industry include multi-channel interaction recording, interaction reconstruction, AI-powered automated quality management, interaction analytics, and non-emergency call automation. Leveraging such public safety solutions can enhance response times, improve communication, and ultimately save lives, thereby contributing to safer communities .
As the expectations for public safety agencies evolve, 911 centers must embrace modern public safety technology solutions that enable them to stay ahead of future challenges. They can enable them to save time in emergency communications with real time data and faster response, handle critical information efficiently, improve situational awareness, and make communities safer.
Today when 911 centers are stretched thin to do more with less, advanced public safety solutions can highly support them to capture multi-channel emergency communications, enhance quality management, retain employees, and optimize costs. Armed with these tools, PSAPs can significantly improve emergency call handling, boost efficiency, and reduce liability.
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