2016 North American 911 Recording And Quality
2016 North American911 Recording and Quality ManagementCompany of the Year Award2016
BEST PRACTICES RESEARCHContentsBackground and Company Performance . 3Industry Challenges . 3Visionary Innovation & Performance and Customer Impact . 3Conclusion. 8Significance of Company of the Year . 9Understanding Company of the Year . 9Key Benchmarking Criteria . 10Visionary Innovation & Performance . 10Customer Impact . 10The Intersection between 360-Degree Research and Best Practices Awards . 11Research Methodology . 11Best Practices Recognition: 10 Steps to Researching, Identifying, and Recognizing BestPractices . 12About Frost & Sullivan . 13 Frost & Sullivan 20162“We Accelerate Growth”
BEST PRACTICES RESEARCHBackground and Company PerformanceIndustry ChallengesPublic safety answering points (PSAPs) – which handle 911 calls – and emergencycommunications centers that dispatch first responders are facing evolving incidents andthreats, demographics, and technologies. Terrorism and unrest have joined violent,property, and hate crimes to the long roster of life-and-loss causing events that are beingreported, investigated, and analyzed. North America’s aging population will generate more911 calls from accidents, falls, and illnesses.Meanwhile, the ubiquity of mobile communications drives 911 responses. Frost & Sullivanestimates that mobile communications originate nearly 80% of 911 calls. And more PSAPsare now text-enabled, as the adoption of Next Generation 911 (NG911) opens the door tomobile-transmitted images and streaming video, and to the Internet of Things (IoT) andtelemetry data.In other words, wireless and the rise of new communication channels are making 911responses and reporting more complex. Consider that multiple individuals might report thesame events, while so many calls may or may not contain new information. Inadvertent“pocket dialed” calls that consume significant PSAP resources are also common. Also notethat poorly-handled 911 incidents are shared on social media.Such developments have put additional pressure on PSAPs to ensure 911 service quality.PSAPs must do their best to avoid diminishing call quality and performance that may putthe public at greater risk.Visionary Innovation & Performance and Customer ImpactCriterion 1: Addressing Unmet NeedsNICE’s 911 applications are intended to build public confidence in emergency serviceswhile assisting the relevant departments in managing tight budgets. As such, NICE offersa set of 911 solutions that meet the need for effective, responsive, and accountable multichannel emergency contact handling, and for swift and decisive incident investigation andfollow-up.NICE Inform is NICE’s flagship offering for 911 centers. A leading digital evidencemanagement solution, NICE Inform records, manages, and synchronizes multi-channelinteractions between citizens, PSAPs and first responders, to provide a complete, truerecord of incidents. NICE Inform assembles telephony and radio communications into anauthentic incident timeline along with SMS 911 texts, geographic information systems(GIS), screen recordings, video, and other multimedia, for comprehensive insight into the“who, what, when, where and why” of incidents. Frost & Sullivan 20163“We Accelerate Growth”
BEST PRACTICES RESEARCHNENA i3-compliant and future-ready, NICE Inform works hand-in-hand with NICE’straditional and IP capture platforms to support virtually any radio and extgenerationemergencycommunications. NICE Inform is also integrated, certified, and field proven with leadingNG911 call handling, text-to-911, and RoIP (Radio over IP) systems so PSAPs getcomplete incident reconstruction capabilities today while equipping themselves for P25and future multimedia communications tomorrow.NICE Inform integrates and put into context information from many sources to help PSAPsreconstruct and understand the who, what, when, where and why of an incident.In addition to multimedia incident reconstruction, NICE Inform provides an assortment offeature-rich modules which PSAPs can use to gain insights from growing volumes of multichannel interactions. They include: integration to Priority Dispatch AQUA Evolution forstreamlining case reviews; quality assurance (QA) scheduling, evaluation and reportingtools; audio and text analytics; and instant replay for real-time decision support. NICEInform is available in standalone and hosted (matrix) configurations for PSAPs that wantto reduce IT infrastructure costs while maintaining their autonomy. Frost & Sullivan 20164“We Accelerate Growth”
BEST PRACTICES RESEARCHCriterion 2: Visionary Scenarios through Mega TrendsNICE Inform aligns with key Mega Trends. It supports Safe Cities by helping to ensureoptimalmulti-channel and NG911 response. NICE Inform also efficiently gathersinformation to solve crimes and accidents, provides detailed information to authorities,and helps prevent or mitigate such future events. And NICE Inform aligns with SocialTrends. It enables PSAPs to handle and record text messages as well as the full spectrumof multimedia communications that will be enabled through NG911. Built-in QA capabilitiesalso help PSAPs to improve the effectiveness of their responses for all types of emergencycommunications.Criterion 3: Implementation of Best PracticesNICE Inform incorporates a wide range of 911 best practices in its solutions. The NICERecording is truly multi-channel. It logs 911, radio and VoIP calls, call taker workstationscreens, computer-aided dispatch (CAD) data, locations from GIS, SMS text–to-911messages, and it integrates with other sources, such as CCTV video.Various NICE Inform modules address different PSAP needs. NICE Inform Monitor enablessupervisors to simultaneously monitor multiple channels in near real-time. NICE InformVerify replays the last recordings over pre-defined search periods. NICE Inform AudioAnalytics enables PSAPs to streamline investigations, ensure compliance and quickly findand categorize calls for QA review. And NICE Inform Reconstruction synchronizes isolatedinformation from multiple channels and puts it into proper context to recreate incidentsfrom every angle, from start to finish. NICE Inform Organizer then stores this collectedcontent, including third party files, in central, secure folders, providing instant, web-basedaccess for authorized reviewers. It ensures data accuracy, authenticity, and integrity whilemaintaining chain of custody.Meantime, to ensure optimal call taker performance, NICE Inform Evaluator enablesincident evaluation, including those involving multiple channels, interactions, and people.NICE Inform Evaluator’s robust capabilities streamline every aspect of the QA process –from automated scheduling to pre-programmed templates and form builders for scoringcalls.NICE Inform Reporter provides customizable, chart-based call volume andevaluation reports to monitor current status and track trends and progress over time.Finally, both the NICE Recording and NICE Inform solutions run over traditional networksas well as privately-managed emergency services IP transport networks (ESInets). Bothapplications will be able to use national public safety broadband networks, such asFirstNet, which will complement NG911 services when they’re deployed.Criterion 4: Blue Ocean StrategyNICE’s corporate strategy focuses on its core structured and unstructured data capture Frost & Sullivan 20165“We Accelerate Growth”
BEST PRACTICES RESEARCHand analysis solutions, aimed at real-time decision-making and guidance. NICE appliesthese capabilities synergistically across its lines of business. This approach maximizes thereturns from NICE’s product development both internally and from strategic acquisitions.To illustrate, NICE has long had a strong presence in the customer interaction industrymarket. In early 2016 it acquired Nexidia to enhance its customer analytics capabilities.Next, NICE acquired Voice Print International (VPI), which brought additional callrecording and QM expertise, service and support experience, and new clients. As a resultVPI bolstered NICE’s presence in the customer interaction and public safety markets.NICE also recently added new QM capabilities to NICE Inform. Its audio analytics offersgreater search precision for quality assurance (QA) and compliance through a powerfulsearch syntax that enables it to proactively identify compliance issues before they becomesystemic problems. PSAPs also can tailor searches to various confidence levels to reducefalse positives or return wider ranges of results. New integrations with Priority Dispatch’sAQUA and APCO’s 9-1-1 Adviser enable call evaluators to conveniently play back audiorecordings directly from those case review interfaces and complete QA reviews in half thetime, because they don’t have to toggle from system to system to search and play t-to-911conversationsforinvestigations. The text-to-911 records can also be combined with recorded 911 calls,radio communications, screens, and other incident data to create complete and authenticincident timelines.Meantime, NICE also has bolstered support for other vendors’complementary solutions. NICE Inform is now integrated with and certified to supportleading NG911 call handling and text-to-911 applications, including the latest versions ofAirbus DS Communications’ VESTA and West Corporation’s VIPER.But NICE’s public safety solutions go well beyond serving the needs of 911 centers. Forexample, police departments everywhere are investing in digital policing initiatives to bettersafeguard the public. But the growth in digital silos has a downside – it’s makinginvestigations more complex than ever. The sheer volume of digital evidence, coming frommore and more systems, has outpaced the tools investigators have to collect, analyze andshare it. NICE Investigate, a revolutionary new open digital policing and investigationssoftware solution from NICE, was designed to fill this gap. It automates the collection,analysis and sharing of case evidence to help investigators close more cases faster.Criterion 5: Customer Ownership ExperienceNICE’s customers have experienced strong results with its portfolio of recording and QMsolutions. NICE’s solutions have helped PSAPs improve service quality, while improvingtheir efficiency at the same time.For example, the City of Westminster Police Department, Colorado, first implemented Frost & Sullivan 20166“We Accelerate Growth”
BEST PRACTICES RESEARCHNICE Inform in November 2007 and it continues to be a ‘power user’ of NICE Inform tothis day. According to Karin Marquez, the City of Westminster’s CommunicationsSupervisor, the department has reaped cost savings, space savings, efficiencies and otherbenefits – using the system to fulfill incident reproduction requests for investigators, threecourts and the fire department. The city also uses the NICE Inform Evaluator QualityAssurance module for periodic, form-based quality audits of call taker and dispatchercommunications, to increase the objectivity and impact of the city’s QA program.“I love the product,” Marquez said. “It has streamlined our processes and given our usersmore information than ever before. It's great to be able to add CAD reports and othernotes along with the call and radio recordings into one neat electronic package. This helpsour detectives to better correlate information and gain more accurate insights forinvestigations. They can add reports, photos, third party video recordings, and CAD notesthat could otherwise take up 20 pages of paper in the incident folder, then package it allnicely for the District Attorney. And quality evaluators can score calls more objectivelywhen they can clearly see how the entire incident unfolded.”Marquez also stressed another factor that played into the City’s selection of NICE. “NextGeneration 911 is moving pretty quickly and we want to be ready,” she noted. “One of thethings we were looking for was the ability to transition into the IP world and NICEabsolutely offered that. We decided that NICE had more of what we were looking for thanany other vendor and it would be easier to move into the future with NICE Inform.”Criterion 6: Brand EquityNICE’s Inform has been serving the emergency services market since 2007. Its solutionsare used in over 3,000 public safety organizations worldwide, including the New York Cityand Los Angeles police departments, which handle over 12 million and 6 million 911 callsannually, respectively. The City of New York, which has used NICE applications since2001, tapped NICE to equip its newest 911 center with call recording and incidentmanagement applications. NICE’s growing customer roster also includes hundreds of otherdepartments in large and fast growing metro areas and in mid-sized cities. Frost & Sullivan 20167“We Accelerate Growth”
BEST PRACTICES RESEARCHConclusionEmergency communications centers worldwide are being inundated by change. Newcitizen communication channels and NG911 are transforming the role of PSAPs and theway 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, andadapt to these changes that impact operations and evidence management to ensurethey’re continuing to provide the highest levels of services to communities and otherstakeholders. Highly capable multi-channel recording and QM systems are at the core nses,accountability,productivity, and expedient investigations. Solutions also must help budget-stressedPSAPs to control costs.NICE’s pace of innovation, the breadth and depth of solutions, and its commitment andexperience serving the needs of the public safety market continue to impress. With itsstrong overall performance, NICE has deservedly earned Frost & Sullivan’s 2016 Companyof the Year Award for 911 Recording and Quality Management solutions. Frost & Sullivan 20168“We Accelerate Growth”
BEST PRACTICES RESEARCHSignificance of Company of the YearTo win the Company of the Year award (i.e., to be recognized as a leader not only in yourindustry, but among your non-industry peers as well) requires a company to demonstrateexcellence in growth, innovation, and leadership. This kind of excellence typicallytranslates into superior performance in three key areas: demand generation, branddevelopment, and competitive positioning. These areas serve as the foundation of acompany’s future success and prepare it to deliver on the two criteria that define theCompany of the Year Award (Visionary Innovation & Performance and Customer Impact).Understanding Company of the YearAs discussed above, driving demand, brand strength, and competitive differentiation allplay a critical role in delivering unique value to customers. This three-fold focus, however,must ideally be complemented by an equally rigorous focus on visionary innovation toenhance customer value and impact. Frost & Sullivan 20169“We Accelerate Growth”
BEST PRACTICES RESEARCHKey Benchmarking CriteriaFor the Company of the Year Award, Frost & Sullivan analysts independently evaluatedtwo key factors—Visionary Innovation & Performance and Customer Impact—according tothe criteria identified below.Visionary Innovation & PerformanceCriterion 1: Addressing Unmet NeedsCriterion 2: Visionary Scenarios Through Mega TrendsCriterion 3: Implementation Best PracticesCriterion 4: Blue Ocean StrategyCriterion 5: Financial PerformanceCustomer ImpactCriterion 1: Price/Performance ValueCriterion 2: Customer Purchase ExperienceCriterion 3: Customer Ownership ExperienceCriterion 4: Customer Service ExperienceCriterion 5: Brand EquityVisionary Innovation & PerformanceCriterion 1: Addressing Unmet NeedsRequirement: Implementing a robust process to continuously unearth customers’ unmetor under-served needs, and creating the products or solutions to address them effectivelyCriterion 2: Visionary Scenarios Through Mega TrendsRequirement: Incorporating long-range, macro-level scenarios into the innovationstrategy, thereby enabling “first to market” growth opportunities solutionsCriterion 4: Implementation of Best PracticesRequirement: Best-in-class strategy implementation characterized by processes, tools, oractivities that generate a consistent and repeatable level of success.Criterion 3: Blue Ocean StrategyRequirement: Strategic focus in creating a leadership position in a potentially“uncontested” market space, manifested by stiff barriers to entry for competitorsCriterion 5: Financial PerformanceRequirement: Strong overall business performance in terms of revenues, revenue growth,operating margin and other key financial metricsCustomer ImpactCriterion 1: Price/Performance ValueRequirement: Products or services offer the best value for the price, compared to similarofferings in the marketCriterion 2: Customer Purchase ExperienceRequirement: Customers feel like they are buying the most optimal solution thataddresses both their unique needs and their unique constraints Frost & Sullivan 201610“We Accelerate Growth”
BEST PRACTICES RESEARCHCriterion 3: Customer Ownership ExperienceRequirement: Customers are proud to own the company’s product or service, and have apositive experience throughout the life of the product or serviceCriterion 4: Customer Service ExperienceRequirement: Customer service is accessible, fast, stress-free, and of high qualityCriterion 5: Brand EquityRequirement: Customers have a positive view of the brand and exhibit high brand loyaltyThe Intersection between 360-Degree Research and BestPractices AwardsResearch MethodologyFrost & Sullivan’s 360-degree researchmethodologyrepresentsthe360-DEGREE RESEARCH: SEEING ORDER INTHE CHAOSanalyticalrigor of our research process. It offers aEmergingTechnologies360-degree-view of industry challenges,trends, and issues by integrating all 7 ofIndustryEvolutionSmart CitiesTechnologyObsolescenceDemographicsFrost & Sullivan's research erstandingofmakebasedontheirimportantaNew ingBehaviorNew StrategyCEOenvironment,leading to errors of both omission andcommission. Successful growth strategiesare founded on a thorough understandingof market, technical, economic, financial,customer, best practices, and ses. The integration of these researchdisciplines into the 360-degree researchmethodologyprovidesanevaluationplatform for benchmarking industry players and for identifying those performing at bestin-class levels. Frost & Sullivan 201611“We Accelerate Growth”
BEST PRACTICES RESEARCHBest Practices Recognition: 10 Steps to Researching,Identifying, and Recognizing Best PracticesFrost & Sullivan Awards follow a 10-step process to evaluate award candidates and assesstheir fit with select best practice criteria. The reputation and integrity of the Awards arebased on close adherence to this process.STEPMonitor,1 target, andscreenOBJECTIVEKEY ACTIVITIESOUTPUTIdentify award recipientcandidates from around theglobe Conduct in-depth industryresearch Identify emerging sectors Scan multiple geographiesPipeline of candidates whopotentially meet all bestpractice criteriaPerform comprehensive,360-degree research on allcandidates in the pipeline Interview thought leadersand industry practitioners Assess candidates’ fit withbest-practice criteria Rank all candidatesMatrix positioning allcandidates’ performancerelative to one another2Perform360-degreeresearchPerform in-depthexamination of all candidates Confirm best-practice criteria Examine eligibility of allcandidates Identify any information gapsDetailed profiles of allranked candidates3Invitethoughtleadership inbestpracticesInitiateresearchConduct an unbiasedevaluation of all candidateprofiles Brainstorm ranking options Invite multiple perspectiveson candidates’ performance Update candidate profilesFinal prioritization of alleligible candidates andcompanion best-practicepositioning paper5Assemblepanel ofindustryexpertsPresent findings to an expertpanel of industry thoughtleaders Share findings Strengthen cases forcandidate eligibility Prioritize candidatesRefined list of prioritizedaward candidates6ConductglobalindustryreviewBuild consensus on awardcandidates’ eligibility Hold global team meeting toreview all candidates Pressure-test fit with criteria Confirm inclusion of alleligible candidatesFinal list of eligible awardcandidates, representingsuccess stories worldwide7Performquality checkDevelop official awardconsideration materials Perform final performancebenchmarking activities Write nominations Perform quality reviewHigh-quality, accurate, andcreative presentation ofnominees’ successes8Reconnectwith panel ofindustryexpertsFinalize the selection of thebest-practice award recipient Review analysis with panel Build consensus Select winnerDecision on which companyperforms best against allbest-practice criteriaInform award recipient ofaward recognition9Communicaterecognition Present award to the CEO Inspire the organization forcontinued success Celebrate the recipient’sperformanceAnnouncement of awardand plan for how recipientcan use the award toenhance the brandUpon licensing, companymay share award news withstakeholders and customers Coordinate media outreach Design a marketing plan Assess award’s role in futurestrategic planningWidespread awareness ofrecipient’s award statusamong investors, mediapersonnel, and employees4 directorreview10Takestrategicaction Frost & Sullivan 201612“We Accelerate Growth”
BEST PRACTICES RESEARCHAbout Frost & SullivanFrost & Sullivan, the Growth Partnership Company, enables clients to accelerate growthand achieve best in class positions in growth, innovation and leadership. The company'sGrowth Partnership Service provides the CEO and the CEO's Growth Team with disciplinedresearch and best practice models to drive the generation, evaluation and implementationof powerful growth strategies. Frost & Sullivan leverages almost 50 years of experience inpartnering with Global 1000 companies, emerging businesses and the investmentcommunity from 31 offices on six continents. To join our Growth Partnership, please visithttp://www.frost.com. Frost & Sullivan 201613“We Accelerate Growth”
Next, NICE acquired Voice Print International (VPI), which brought additional call recording and QM expertise, service and support experience, and new clients. As a result VPI bolstered NICE’s presence in the customer interaction and public safety markets. NIC
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