Quality Management for Public Safety

Your emergency call center’s ability to deliver a consistently professional and fast emergency call response service depends on effective quality management.

NICE Perform Quality Management delivers the comprehensive capabilities you need to implement a multifaceted quality program that works for everyone –
call takers, supervisors and managers.

NICE Perform supports full incident recording and evaluation capabilities, by capturing and recording multiple multimedia inputs and managing them as a single incident. An incident can consist of multiple telephone calls, radio communications, screen recording information and other medias such as video surveillance footage. This allows supervisors to evaluate not only a single call, but also an entire incident. With this capability, management can gain substantially more insight about the incident handling process, improving the effectiveness of the QM process.

Powerful query capabilities let you evaluate relevant calls to develop fair, accurate and empowering insight into call taker performance. The simultaneous recording of calls for screening purposes allows supervisors to examine the call takers ability to follow the emergency call centre’spolicies and procedures. But this is only one part of the picture.
Automated scoring and graphic visualisation highlight interactions that reveal the urgent issues and guide you to best practices for success.