NICE Helps Metro Nashville Department of Emergency Communications Get Ready for Next Generation
9-1-1
The center, which handles over one million calls and performs over 7,000 Quality Assurance (QA) reviews
annually, will use NICE Inform to record multimedia communications and streamline QA reviews
With plans to deploy a state-wide emergency services network (ESInet), Tennessee has set the stage for Next Generation 9-1-1
(NG9-1-1). The Metro Nashville (TN) Department of Emergency Communications (MNDEC), the state’s largest 9-1-1 center, recently
upgraded to the latest NICE Inform solution to prepare for this change, NICE (Nasdaq:NICE) announced today. NICE Inform will
support the MNDEC’s current communication recording needs, while also enabling future logging of SMS texts and other multimedia, as
the center prepares to accept texts-to-911 starting next year.
All calls that come in to the MNDEC – over a million a year – are processed through the MNDEC’s VIPER Power 911® platform, a Voice over IP (VoIP) call processing solution from West Corporation that can also
receive NG9-1-1 services, including SMS texts and other i3 compliant data. NICE Inform is integrated with and certified to support
leading NG9-1-1 call handling and text-to-911 applications, including VIPER.
NENA i3-compliant and future-ready NICE Inform enables a seamless migration to next generation emergency communications. NICE Inform captures,
manages, and synchronizes multi-channel interactions between citizens, PSAPs and first responders, to provide a complete, true
record of incidents. It assembles telephony and radio communications 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.
“Text-to-911 and NG9-1-1 are coming; it’s only matter of when, and we need to be ready,” said Tim Nielsen, NICE Administrator
for the Metro Nashville Department of Emergency Communications. “Our recent NICE upgrades align with our transition to all IP,
text-to-911 and ultimately NG9-1-1. For us, it was a necessary move, and a move in the right direction.”
According to customer surveys, the Metro Nashville DEC also routinely receives high marks from citizens, thanks in large part to
its proactive approach to Quality Assurance and Quality Improvement (QA/QI). The MNDEC reviews over 7,000 calls annually to ensure
quality standards are being met and protocols are being consistently followed. With the addition of NICE Inform Evaluator and
Reporter, the MNDEC will be able to automate manual QA processes to save time, while also turning QA data into actionable
information.
“The Metro Nashville DEC exemplifies what it means to be a pacesetter, not just within the state of Tennessee, but within the
nation,” said Christopher Wooten, Executive Vice President, Vertical Markets, NICE. “In addition to spearheading the modernization
effort for the MNDEC, Tim Nielsen has also taken on a critical dual role as the first Public Safety Chair of the NICE User Group
(NUG) and leader of the new Public Safety NICE User Group (PUBNUG). Tim brings a wealth of technology and operational experience to
this position which will ultimately be beneficial to other 9-1-1 centers as they navigate the challenges of managing everyday
operations while making steady progress toward NG9-1-1.”
About the Metro Nashville Department of Emergency Communications
The Metro Nashville Department of Emergency Communications Operations Division is the core of the public safety system for Davidson
County and the Nashville area. The Metro Nashville DEC strives to provide prompt, courteous and efficient service to the citizens
in Nashville/ Davidson County by answering 9-1-1 and non-emergency calls, as well as dispatching Police, Fire, and EMS services. In
2015, the Metro Nashville DEC handled over one million calls, with 477,599 of those calls being 9-1-1 in nature. The Metro
Nashville DEC has achieved and maintained three accreditations: CALEA (Commission for the Accreditation of Law Enforcement
Agencies) Communications Accreditation, and ACE (Accredited Center of Excellence) Accreditations through the International Academy
of Emergency Dispatch for both Medical and Fire Protocols. It is also a recipient of the CALEA TRI-ARC Award which is given to the
governing body(s) and agencies that have concurrent CALEA accreditation for their law enforcement, public safety communications and
public safety training agencies. Nashville is one of fifteen cities that have received this prestigious award. www.nashville.gov/Emergency-Communications-Center/Operations-Center.aspx
About NICE
NICE (Nasdaq:NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower
organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations
of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 22,000 organizations in
more than 150 countries, including over 80 of the Fortune 100 companies, are using NICE solutions. www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. All other marks are
trademarks of their respective owners. For a full list of NICE’s marks, please see: www.nice.com/nice-trademarks.
Forward-Looking Statements
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act
of 1995. Such forward-looking statements, including the statements by Mr. Wooten, are based on the current beliefs, expectations
and assumptions of the management of NICE Ltd. (the Company). In some cases, such forward-looking statements can be identified by
terms such as believe, expect, may, will, intend, project, plan, estimate or similar words. Forward-looking statements are subject
to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from
those described herein, including but not limited to the impact of the global economic environment on the Company’s customer base
(particularly financial services firms) potentially impacting our business and financial condition; competition; changes in
technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new
technologies, products and applications; difficulties or delays in absorbing and integrating acquired operations, products,
technologies and personnel; loss of market share; an inability to maintain certain marketing and distribution arrangements; and the
effect of newly enacted or modified laws, regulation or standards on the Company and our products. For a more detailed description
of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the
Securities and Exchange Commission, including the Company’s Annual Report on Form 20-F. The forward-looking statements contained in
this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise
them, except as required by law.
NICE
Corporate Media Contact
Erik Snider, +1 877 245 7448
erik.snider@nice.com
or
Investors
Marty Cohen, +1 917 545 1107
ir@nice.com, ET
or
Yisca Erez +972 9 775 3798
ir@nice.com, CET
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