Public Safety Answering Points (PSAPs/ECC)

Powering Public Safety in the Next Generation 9-1-1 Era

Emergency communications centers worldwide are being inundated by change. New citizen communication channels and NG9-1-1/NG112 are transforming the role of Public Safety Answering Points (PSAPs) and the way they interact with first responders and the public. As the pace of change accelerates, PSAPs will need to manage more types and larger volumes of multimedia information, and adapt to these changes that impact operations and evidence management.


Our industry-leading digital evidence management solution, NICE Inform, was designed with this very challenge in mind. NICE Inform captures, manages, and synchronizes all types of multi-channel interactions between citizens, PSAPs and first responders, to provide a complete, true record of incidents. Telephony and radio communications can be assembled into an authentic incident timeline along with SMS 911 texts, GIS, screen recordings, video and other multimedia, for comprehensive insight into the ‘who, what, when, where and why’ of incidents.

And with over three thousand deployments in public safety and critical facilities organizations globally, thousands of successful VoIP deployments across our enterprise and public safety businesses, and 15 years of radio over IP recording experience, no one is better equipped than NICE to help you negotiate the next era in public safety communications.

With NICE, you’ll be ready to embrace change from every angle:

  • Future-proof design – we make sure our technology is designed to support your evolving needs, including anticipated future demands. Architected based on open-standards principles, our technology can rapidly incorporate the latest in technical innovation.
  • Cloud-based solutions – we give you the flexibility of deployment options for the best match to your operational and IT needs.
  • Quality assurance – always important, but now more so than ever; we’ll help you ensure your agency is performing to the standard the public expects. NICE Inform Evaluator makes objectively assessing call taker and dispatcher performance easy with automated call selection, evaluation form management, a QA arbitration process, and robust performance reporting.
  • Certified, proven solutions – tested, certified and recommended by leading public safety companies and Next Gen providers, including Motorola, Airbus, Harris, Intrado, Avtec, and others.

Mobile broadband – FirstNet

FirstNet is an initiative that will create a secure and prioritized network for public safety communications – one that will always be available for field units. With FirstNet, real-time data – including traditional voice communications combined with video, text, photos, sensor data and more – can be shared. When your organization is ready, NICE will support your transition to FirstNet by helping you capture, manage and derive insights from these new information sources.

Advanced Audio Analytics

Emergency calls, audio/video from body-worn cameras and interview rooms, and other critical communications can hold crucial information for expediting investigations or solving crimes. Yet, finding the relevant soundbites in the terabytes of unstructured audio recordings can take forever. NICE Audio Analytics enables PSAPs to rapidly search recorded audio communications based on spoken keywords and phrases. You can also improve the efficiency and effectiveness of QA by targeting specific types of call categories such domestic violence, child callers, HAZMAT, terrorism, and others. You can also mine calls from specific categories for insights and protocol risks.

Partner with Public Safety Experts

There’s no substitution for real experience, a proven track record and a true partnership. With more than 3,000 public safety customers globally, NICE’s expertise is unmatched in the public safety arena.


NICE is leading the way in addressing public safety quality assurance and compliance challenges, while also helping PSAPs adapt to new communication channels and prepare for NG9-1-1. NICE’s pace of innovation, breadth and depth of solutions, and commitment to and experience serving the needs of the public safety market are impressive.
Brendan Read
Senior Industry Analyst
Digital Transformation
Frost & Sullivan

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