Cincinnati Emergency Communication Center Leverages NICE Inform Elite for Digital Transformation to Improve Operations

NICE (Nasdaq: NICE) today announced that the City of Cincinnati Emergency Communications Center (ECC) has implemented NICE Inform Elite, one of the solutions in NICE’s Evidencentral platform, to digitally transform and automate processes around tracking performance metrics and performing targeted quality assurance reviews. Through this transformation, NICE is helping the Cincinnati ECC improve operations while also supporting them in their mission to provide exceptional service. As a combined 911/311 center, the ECC serves the Cincinnati metro area, handling approximately 750,000 emergency and non-emergency calls annually, with non-emergency 311 calls on a trajectory to double over the next year.

NICE Inform Elite provides the Cincinnati ECC with a single solution for capturing and analyzing ECC data, and automated solutions for data analysis and performance metrics reporting, as well as quality assuring emergency and non-emergency calls. NICE Inform Elite’s intelligence center dashboards provide instant visibility into what’s performing and what isn’t in the center with dozens of real-time dashboards and metrics focused on call handling and response. Administrative staff can also create their own custom dashboards with no technical expertise required.

Chris Wooten, Executive Vice President, NICE, said, “Emergency communications centers have no shortage of data, but today, because that data resides in many disjointed systems, it can mask the truth and severely limit an ECC’s ability to see where improvements need to be made. Because NICE provides a single system of record for all types of incident data, we can unlock the truth to give agencies, like the Cincinnati ECC, the insights they need to continuously improve emergency response.”

Cincinnati Emergency Communications Center Director Bill Vedra, said, “At the Cincinnati ECC, our mission is to connect people to the help they need, whether they’re calling with an emergency, or for help with other city services. We’ve set our sights on being the best metropolitan 911 and 311 center in America, and as such, we are laser-focused on continuous improvement. NICE is supporting us in our mission by giving us a birds-eye view of the metrics behind the work our telecommunicators do, so we can fine-tune performance, and provide timely feedback, coaching and training.”