The Call - Winter 2016 - 4

Top 6 Must-Haves for Selecting Your
Next Gen Recording Partner
With all the changes happening in the 9-1-1 industry, choosing the best, future-proof recording system for your emergency
communications center has never been more important. NG9-1-1 and public safety LTE are shattering concepts of traditional 'voice
logging' as they're adding to the complexity of communications recording, incident reconstruction and Quality Assurance and
Improvement (QA/QI). Today, it's not just about choosing the right solution; you need to select a Next Gen Recording Partner with
strength, experience and staying power. Here are 6 must-haves that every 9-1-1 center leader or technologist should consider.

1. Future-Proof: Ready for Now & What's Next
Next Generation 9-1-1 (NG9-1-1) is transforming the emergency communications landscape with new citizen communication channels, and
shared IP networks (ESInets) that promise to eliminate technology duplication, bolster interoperability and reduce infrastructure costs. As NG91-1 takes hold, your PSAP will need to manage more types and larger
volumes of multimedia information, such as voice, video and texts. And
you'll need to be able to seamlessly assemble all of this information together after-the-fact to ensure comprehensive incident reconstruction,
quality assurance and continuous improvement. If you're in the market
for a new communications recording solution, make sure it's futureproof and NG-capable. Look for a solution like NICE Inform that:

Captures complete multimedia information - voice, radio, SMS
texts, screens, GIS, video, telematics  and more - and puts it into
proper context on an incident timeline for comprehensive understanding of the who, what, when, where, and why.

your investment. It will save you money and headaches in the
long run.

Is cloud-ready to support today's hosted environments as well as
future ESINets. Typically, cloud-ready solutions: are virtualized, offer
secure access through a web browser interface and provide multitenancy support.

2. Strong Technology Integration Partnerships: More
Important than Ever
PSAPs face an ever-changing landscape of technology and growing
citizen expectations. In this disruptive environment strong technology
partnerships are more essential than ever. PSAPs need integrated systems that work together to help them manage, capture and analyze the
entire spectrum of emergency communications. Regardless of where
your PSAP is today in planning for text-to-911, NG9-1-1, or P25, investing in future-ready technology that's integrated, certified, and fieldproven is a prudent strategy. Ask these questions:

Does the recording solution provider already have direct, certified
integrations with leading NG9-1-1/text-to-911 call handling and P25
radio systems? If so, which ones?


Does the recording provider enjoy a unique co-development partnership with the radio or NG9-1-1 solution provider that translates
into direct benefits for you?


Are the integrated solutions actually installed and operational (field
proven) anywhere, and if so where?

3. Quality Assurance: Let Technology Work for You

NICE Inform reliably records multimedia communications and helps
you manage, synchronize and securely share incidents.


Supports your radio and telephony environment, while enabling
a seamless migration to NENA i3-compliant NG emergency communications and P25, without the need for extensive user retraining or
forklift upgrades.


Supports direct text-to-911 integrations with top text providers, and goes beyond simply capturing 911 texts to enable you to
search for, retrieve, export, save and share text conversations for
investigations. Make sure you can save exported texts in various formats, along with complete metadata (e.g. caller ID, location, date/
time stamps, etc.), for comprehensive insight into who texted, from
where and when, and what was said.


Is modular and flexible to address your agency's needs as
they evolve. For example, maybe you want to start with audio
recording, then add other capabilities like text-to-911 recording, audio analytics, quality assurance, reporting, etc., later on.
Make sure the solution can scale and grow with you to protect


Emergency communications centers are a lifeline in times of crisis and
they rely on QA/QI to ensure that telecommunicators are handling 9-11 calls consistently and according to protocols. But manual QA methods for reviewing and evaluating calls are often so time-consuming
and ineffective that they can overwhelm supervisors with work, while
providing very limited insight to improve performance. In addition to
placing huge time demands on QAEs and supervisors, these methods
are intrusive and lack objectivity. To address these challenges, some recording companies offer automated QA solutions. But again, not all QA
solutions are created equal, so when evaluating your Next Gen recording partner, look for these QA capabilities:

Automated call scheduling - the system automatically selects the
right percentage of random calls for each telecommunicator, or
based on other specified criteria.


Pre-programmed library of QA templates based on the new
APCO/NENA standard with form builders that allow you to create
your own custom QA forms as well.


Ability to review all the whole call, not just the intake piece (as
recommended by the new APCO/NENA QA/QI standard). This will
also become more critical with the transition to NG9-1-1 and LTE as
calls will become more complex to review and evaluate.


Table of Contents for the Digital Edition of The Call - Winter 2016

President’s Message
From the CEO
Failing to Plan is Planning to Fail: The Gatlinburg Fires
Government Affairs
10 Best Practices to Improve Your 9-1-1 Quality Assurance Program
Tech Trends
NENA Helps Bring Disability Awareness Training to the Forefront
Educational and Operational Issues
Public Safety Product and Service Buyer’s Guide
Index to Advertisers/
The Call - Winter 2016 - cover1
The Call - Winter 2016 - cover2
The Call - Winter 2016 - 3
The Call - Winter 2016 - 4
The Call - Winter 2016 - 5
The Call - Winter 2016 - 6
The Call - Winter 2016 - 7
The Call - Winter 2016 - President’s Message
The Call - Winter 2016 - From the CEO
The Call - Winter 2016 - Failing to Plan is Planning to Fail: The Gatlinburg Fires
The Call - Winter 2016 - 11
The Call - Winter 2016 - 12
The Call - Winter 2016 - Government Affairs
The Call - Winter 2016 - 10 Best Practices to Improve Your 9-1-1 Quality Assurance Program
The Call - Winter 2016 - 15
The Call - Winter 2016 - 16
The Call - Winter 2016 - 17
The Call - Winter 2016 - 18
The Call - Winter 2016 - Tech Trends
The Call - Winter 2016 - NENA Helps Bring Disability Awareness Training to the Forefront
The Call - Winter 2016 - 21
The Call - Winter 2016 - 22
The Call - Winter 2016 - Operations
The Call - Winter 2016 - Educational and Operational Issues
The Call - Winter 2016 - 25
The Call - Winter 2016 - Public Safety Product and Service Buyer’s Guide
The Call - Winter 2016 - 27
The Call - Winter 2016 - 28
The Call - Winter 2016 - 29
The Call - Winter 2016 - 30
The Call - Winter 2016 - 31
The Call - Winter 2016 - 32
The Call - Winter 2016 - 33
The Call - Winter 2016 - Index to Advertisers/
The Call - Winter 2016 - cover3
The Call - Winter 2016 - cover4