Interaction Recording
Record, archive and retrieve interactions across multiple channels, reconstruct incidents, and comply with emerging standards for digital emergency communications services and public safety radio systems.
Automated Dispatch Quality Assurance for Public Safety
Enhance public safety operations without disrupting emergency communications
Enhance service quality and compliance with Verint Quality Bot. Increase capacity, streamline reviews, cut costs and empower telecommunicators.
Why does quality assurance matter in public safety?
In emergency services communications, where every call counts, quality assurance (QA) is essential. Robust QA programs help 911 agencies and public safety answering points (PSAPs) boost efficiency, minimize human error, and deliver consistent, high-quality service.
Quality assurance and improvement (QI) also help PSAPs meet industry quality standards, lower liability risks, and optimize resource allocation. With the right tools, QA becomes more than a compliance requirement; it’s a strategic driver of performance, service quality, and employee success at the highest levels.
The new era of 911 quality assurance and improvement (QA/QI)
Why manual QA isn't enough
While QA/QI is critical to public safety, PSAPs relying only on manual techniques can review less than 5% of calls due to limited time and resources. This narrow sampling creates blind spots and fails to identify areas for improvement. By relying on random reviews, you risk overlooking the incidents that matter most. You can’t improve what you can’t see. That’s why automation is not just helpful, but key to the QA programs of emergency services, including fire and medical calls.
Transform QA / QI with automation
Automation empowers public safety organizations to go beyond the limitations of manual sampling and evaluate all interactions across the appropriate emergency services channels. With AI-enabled insights, automated QA solutions eliminate random sampling and provide a complete view of performance across all interaction types.
In addition to autoscoring, an automated quality assurance process can assign coaching automatically, creating targeted training opportunities for telecommunicators and dispatchers. Real-time, constructive feedback helps supervisors quickly spot strengths and close skill gaps, driving efficiency, improving emergency call handling, and enhancing employee well-being.
Verint Automated Quality Assurance for Public Safety
Verint Automated Quality Assurance enables PSAPs to automatically score up to 100% of recorded voice and text interactions between citizens and emergency responders. Go beyond the limits of manual sampling and enhance your manual QA by adding Verint Quality Bot to your workflows. Powered by AI, the bot automates scoring, accelerates form building, and speeds up performance assessments. It can also auto-assign coaching, when call-taker KPIs fall under your predefined threshold, freeing supervisors from repetitive tasks and allowing them to focus on coaching, training, and team improvement.
Verint Automated Quality Assurance supports APCO and NENA standards and seamlessly integrates into existing public safety workflows. Whether your QA program is on-prem or cloud-based, you can leverage automated quality analysis and AI insights without disrupting your quality assurance processes.
Key benefits of automated 911 quality assurance
Autoscore every interaction
Automatically monitor and evaluate all recorded phone, text, and radio interactions to ensure consistent, unbiased quality and performance reviews.
Empower telecommunicators and optimize resources
Provide timely, objective feedback and personalized coaching and training to boost confidence, performance, EX, and satisfaction for your employees. Do more with less: automate QA without increasing headcount or disrupting workflows.
Improve compliance and reduce liability
Ensure strict adherence to public safety industry standards and protocols and mitigate compliance risks.
From QA to better 911 call handling with AI
Verint Quality Bot doesn’t stop at scoring; it identifies areas for improvement and automatically assigns targeted coaching or training. This creates a continuous improvement loop that strengthens dispatcher proficiency, supports employee retention, and builds a culture of excellence.
With Verint’s solution, you can move from simply evaluating calls to actively improving them. By assessing key skills, including communication, empathy, accuracy, tool usage, you can deliver actionable insights, recognize top performers, and support growth with objective feedback.
Related solutions
Non-Emergency Call Automation
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.
Related resources
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Frequently asked questions
Quality assurance in public safety refers to the monitoring and assessment of emergency communications (including 911 calls, texts, and radio interactions) to ensure they meet industry standards for accuracy, professionalism, and effectiveness. QA helps agencies identify areas for improvement.
Quality assurance is vital because every emergency interaction can impact lives. QA programs help public safety agencies:
- Improve call handling and response times.
- Reduce human error and liability.
- Ensure compliance with APCO (Association of Public-Safety Communications Officials. International) and NENA (National Emergency Number Association) standards.
- Support 911 telecommunicator performance and well-being.
Since 2015, APCO and NENA have recommended that agencies review a meaningful percentage of calls to maintain quality and accountability. Automated QA helps meet these standards by scoring up to 100% of interactions.
Key features of public safety QA include:
- Call review and scoring: evaluating recorded interactions for adherence to protocols.
- Feedback and coaching: providing constructive feedback to telecommunicators.
- Compliance monitoring: ensuring alignment with APCO/NENA standards.
- Performance insights: pinpointing trends and identifying areas for improvement.
- Automation tools: using AI to autoscore interactions and assign coaching.
The best practices for public safety QA include:
- Establish consistent interaction review schedules.
- Standardize your scoring criteria with objective, repeatable evaluation forms.
- Provide timely and objective coaching and training based on performance data.
- Move beyond random sampling and use automated QA solutions to autoscore all interactions across channels.
- Use AI-driven insights to guide training and enhance service quality in your agency.
Automated dispatch quality assurance uses AI to score recorded 911 calls and texts against a PSAP’s evaluation form, instead of relying on supervisors to review a small sample by hand. It flags calls that miss protocol, shows trends by telecommunicator, and can assign coaching automatically, so supervisors spend their time on improvement rather than scoring.
The main US standard is APCO/NENA ANS 1.107.1-2015, approved by ANSI in April 2015. It defines the minimum components of a quality assurance and quality improvement program for public safety answering points (APCO International, 2015). Some state 911 programs, such as Utah’s, reference it in their minimum PSAP standards.
Yes. AI quality assurance tools such as Verint QM Intelligence score recorded 911 voice and text interactions against the same criteria a human reviewer uses, so a PSAP can evaluate up to 100% of calls. QA staff still set the criteria, review flagged calls and coach telecommunicators; automation removes the manual scoring workload.