Bay Alarm has upgraded their voice recording system from 16 to 72 channels allowing them to monitor 5 times as many calls for several reasons including emergency service dispatching to police and fire departments, recreating incidents, litigation for police and monitoring customer support. Their offices are set up for state wide emergency service calls for police and fire departments as well as servicing both commercial and residential clients. Their state-of-the-art Monitoring Center keeps track of more than 97,000 customers and over 280 service and installation technicians.
The new recording solution, manufactured by NICE Systems and serviced by Capture Technologies, will enable Bay Alarm to adapt to the next step in recording for the future. When ready they can add video to match up with call and alarm data to recreate the entire incident by capturing the agent’s work station screen activity for synchronized playback with the voice recording.
According to Robert Mitchell , VP of Monitoring for Bay Alarm, “The main purpose of recording is to insure constancy in emergency dispatching and to streamline agent training. With the new NICE System it has made it much easier for the customer service agent to hear their last call and make simple quick improvements in their customer service skills. With the ability to capture total reply scenarios of events easily and quickly and save them to files for future training and litigation, the system will pay for itself!”
About NICE Systems
NICE Inform™ from NICE Systems is the world’s first full-spectrum incident information management solution. It captures, consolidates, manages, and analyzes information from multimedia sources including voice (telephony, radio, VoIP), video, GIS information, call-taker CAD screens, crime scene photos and video clips (sent from cell phones), incident reports, mug-shots, emails, and more, for faster incident reconstruction, greater insight and improved response.
About Capture Technologies
With its products and services designed to have a security verification and authentication component, Capture Technologies is a preferred supplier of secure solutions for financial, healthcare, public safety, educational and governmental organizations. For more information, please visit Capture Technologies’ website at www.capturet.com.