NICE News Special Edition - Volume 3, Issue 1

	CHRIS WOOTEN UPDATE COLORADO'S DOUGLAS COUNTY INTRODUCING NICEUNIVERSE^® NICE IN THE NEWS ON THE MOVE AT NICE SPOTLIGHT ON LESLIE HOCKADAY BANGKOK'S NEW INTERNATIONAL AIRPORT COMPLETE NICE SURVEY: ENTER $100 CASH DRAWING OSLO MEDICAL CENTER PUBLIC SAFETY RESOURCE CENTER NICE EVENTS




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NICE INTRODUCES NICEUNIVERSE^® QUALITY ASSURANCE MANAGEMENT SOLUTION FOR PUBLIC SAFETY

NICE announces the availability of the NiceUniverse^® Quality Assurance (QA) Management solution for public safety. Emergency communications (9-1-1) and 3-1-1 centers can use NiceUniverse in combination with NICE's interaction capture solutions to record, evaluate, and analyze emergency interactions and systematically improve customer service and call handling, and boost call-taker and dispatcher skills at the same time.

Many 9-1-1 centers employ quality assurance programs to achieve high levels of service but are limited to manual methods and paper-based forms. Using NiceUniverse's flexible and easy-to-use form builder, managers can create any number of on-line quality assurance evaluation forms to assess telecommunicators' interactions with citizens or first responders.

The NiceUniverse application offers a single universal, and secure browser-based interface through which captured telecommunicator interactions and entire incident scenarios can be quickly and efficiently accessed, replayed and evaluated. Captured interactions can even be attached to completed evaluations and forwarded by e-mail for review and calibration, or for coaching, to give call-takers a first-hand look at how they can improve their call handling.

The powerful reporting capabilities of NiceUniverse also give 9-1-1 centers insight into individual call-taker and overall center performance to pinpoint systemic problems and identify training needs and coaching opportunities. Using NiceUniverse's web-based reporting application, managers can automatically create, export, and electronically distribute more than 35 different reports and graphs, significantly improving information flow and reducing the time and effort required to measure and track success against key quality assurance metrics.

"Nowhere is quality customer service more important than in public safety," said Bob Olley, Vice President and General Manager for the NICE Systems' Public Safety division. "Now, with NiceUniverse, public safety centers have another tool in their quality assurance arsenal to effectively and efficiently evaluate and improve call-taker performance and surpass the public's expectations."

For more information, email Welcome@nice.com.