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Technology Solutions for Businesses

Public Safety Call Recording

Enhance Performance in Mission-Critical Environments

Today’s emergency dispatch facilities, 9-1-1 centers, and other public safety organizations need robust, reliable solutions for recording and retrieving interactions across a wide range of communications channels. In addition, they need to evaluate call taker and dispatcher performance to provide coaching and training— particularly as new systems, processes and requirements evolve from NG9-1-1.

Our digital multimedia recording, retrieval, and quality assurance solutions are designed to enhance the performance of emergency response, public safety and control room operations. Capture Technologies offers superior reliability solutions in mission-critical environments, along with flexible, easy-to-use functionality that can help agencies, departments and organizations meet the demands of NG9-1-1 by:

  • Capturing audio, video, text, screen data, telematics, photos and related data, such as telephone numbers and locations, from a variety of sources.
  • Live monitoring of Public Safety Answering Point’s (PSAP’s) interactions to help ensure adherence to policies and procedures.
  • Reconstructing incident scenarios to understand the chain of events.
  • Protecting captured interactions from unauthorized access and tampering.
  • Evaluating and enhancing call taker, dispatcher, and manager performance at PSAPs.
  • Documenting and reporting results efficiently

Speech AnalyticsSpeech Analytics

Speech analytics help PSAPs to handle calls in a way they never have before. Every day, thousands of calls are received, but with speech analytics you’ll be able to more effectively handle dispatch by identifying key words in conversations.

For example, speech analytics can identify increased use of words like fire, gang, gunshot and more to effectively alert emergency communications centers. With speech analytics, the problem can be solved as soon as possible by identifying crime while it’s happening.

  • Optimize Performance – Eliminate manual tasks and empower your dispatch center to analyze more data, more quickly and more consistently.
  • Improve Efficiency – Analyze agent interaction through key phrases allowing for opportunities to reduce response time.
  • Enhance Customer Service – Find the patterns that make callers calm or create panic quickly with acoustic and key phrase analysis.
  • Ensure Compliance – Know with confidence that what needs saying is, in fact, said and when it’s missing, our automated searches make quick work of identifying gaps to help you proactively mitigate risk.

Radio Transmissions Trunked Radio Recording Solutions

Contact us for more information on our full radio integrated recording solutions for Motorola and Harris.

Key Benefits (Motorola)

  • Provides state-of-the-art IP recording
  • Records talkgroup, telephone interconnects, half-duplex and full-duplex private calls
  • Searches for calls by talkgroup, radio ID, primary alias, call type, date and time
  • Provides multi-channel event reconstruction and playback with talking date/time
  • Makes over 100,000 hours of recordings available online
  • Includes SmartScanner for live monitoring of multiple talkgroups
  • Archives voice transmissions and associated data to the same removable media or NAS

Key Benefits (Harris)

  • Records both OpenSky and P25IP trunked radio transmissions
  • Supports mixed mode OpenSky/ P25IP/Enhanced
  • Digital Access Communication System
  • Tested and certified by Harris
  • Provides quick, convenient event reconstruction and playback
  • OTAR support available for Harris P25IP Key Management Facility
  • Archives voice transmissions and associated data to the same removable media or NAS

Audio & Screen Recording

We carry top of the line recording products that can handle recording from a number of different areas. With our advanced multimedia recording solutions for public safety, you’ll be able to enhance your performance, while meeting the demands of NG-911. We know that PSAPs need a recording solution that they can depend upon. That’s why we offer a reliable solution that is easy to use in a variety of environments.

Features include:

  • Be able to record audio, video, screen data, telematics, photos, phone numbers and even locations.
  • A live monitoring system that ensures that policies and procedures are being followed
  • Understand how events happened by being able to play back
  • Evaluate employee performance
  • Be able to report the results
  • Provides powerful, easy-to-use incident reconstruction functionality that’s NG9-1-1/i3-ready.
  • Enables audio, video, text, screen data, telematics, photos, and related data to be replayed simultaneously on a single screen.
  • Supports a wide range of equipment and interfaces.
  • Can be deployed on a single server, standalone server, or virtualized server to support a variety of environments

Quality AssuranceQuality Assurance

If you want to improve your quality of calls in public safety, this is the feature for you. With this quality assurance option you’ll be able to easily measure, analyze, document and improve your overall performance. You’ll even be able to adjust your Workforce Optimization software to take industry standards into account. Public safety call centers will be able to train their staff and evaluate based on new implementations, such as NG-911.

Two ways to validate a high quality customer experience:

Quality Management:

  • Quality Monitoring to score agents is simple with pre-built, complex scoring systems and capabilities
  • Dispute Resolution to find, review, and track interactions as needed
  • Process Verifications to allow for 3rd party review processes

Voice of Customer:

  • Interactive Voice Response
  • Web Based – Hyperlink delivered via email/SMS

Features include:

  • Measure and Improve performance
  • Customize evaluations
  • Play and replay recordings
  • QA reporting
  • View and export reports into any format you choose

Workforce Optimization

Workforce ManagementWorkforce Optimization provides public safety answering points (PSAPs) with a variety of different tools to help you with your everyday tasks. These options are specifically designed for you to be able to improve your skills, contain your costs and reduce your chances of liability. Workforce Optimization handles all your public safety needs in one concentrated area, so your day can run as smoothly as possible.

Features include: