Overview
Bucks County Department of Emergency Communications strives to provide all 911 callers with accurate, timely, and professional emergency communications services. To support this mission in a high call volume environment, the County needed a reliable and easy-to-use recording, incident reconstruction and quality assurance solution.
It found the answer to all of these needs in NICE. The center uses NICE Inform to investigate complaints, monitor new hires who are still in training, quality assure calls, and identify and help dispatchers who are struggling. With the addition of screen recording, managers can instantly troubleshoot problems.