NICE News Special Edition - Volume 2, Issue 10

	JIM PARK UPDATE SECURING THE EIFFEL TOWER TRAINING BREAK: SCENARIO REPLAY WIN AN IPOD: ENTER OUR CONTEST KANSAS CITY MISSOURI PUBLIC SAFETY TELECOMMUNICATOR OF THE YEAR: JUDI REEVES MASSACHUSETTS BAY TRANSPORTATION AUTHORITY NICE IN THE NEWS "ALL IN ORDER" INTELLIGENT SECURITY CYCLE WHITE PAPER STRATHCLYDE POLICE PUBLIC SAFETY RESOURCE CENTER NICE EVENTS




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STRATHCLYDE POLICE GET NICE

As Scotland’s second largest police force and one of the four biggest police services in the UK, Strathclyde Police is responsible for ensuring the safety and security of 2.3 million citizens in west central Scotland. The Department prides itself on its commitment to public service excellence. Now, this premiere police department has a new solution from NICE to aid in this endeavor. In a project valued at $1 million, Strathclyde Police will be employing NICE’s advanced solutions for capturing citizen interactions. The Department will use its new NICE solution to gain insight from the close to three million citizen interactions it handles each year.

NICE’s UK-based partner, Call Centre Technology Ltd (CCT), consulted with NICE and Strathclyde Police on the project and is managing its implementation at the Police Department’s two contact centers in Govan and Motherwell. The centers are linked together by a high-speed Wide Area Network which supports IP telephony, creating a single, virtual communication system. The NICE interaction capture technology will capture the centers’ 999 and non-emergency calls for compliance and evidentiary support, and for coaching purposes to promote effective communications.

Jim Johnstone, Chief Superintendent at Strathclyde Police Force comments, “Good communications are imperative to modern policing. We are committed to delivering the best service possible to the citizens we protect. This integrated communications system will enable us to meet this commitment.”

Strathclyde Police will also be using NICE’s quality management solution for monitoring and coaching. The solution incorporates simultaneous screen playback alongside playback of the voice call so supervisors can verify if procedures are being followed and coach agents more effectively.

“The NICE solution is a complete end-to-end system that’s going to enable the Strathclyde Police Force to align its service with that of the National Call Handling Standards, and provide citizens with faster, more efficient and streamlined service,” said Martin Roberts, VP of marketing & business development for EMEA at NICE Systems. “This implementation is a testament to the Strathclyde Police Department’s commitment to public service excellence.”

CLICK HERE to learn more about the Strathclyde Police.