Call recording solutions capture so much information for PSAPs. However, contact centers may be the ones who truly utilize every part of their solution, including analytics. While contact centers have been using analytics to improve customer service for years, public safety has been trailing slowly behind. Now, it seems like PSAPs are finally realizing that they can use analytics in a number of ways to improve overall intelligence.
The truth is that call recording is much more than a legal requirement. Data analytics can help PSAPs to collect information, while speech analytics can help to transcribe 911 calls. With the use of speech analytics, PSAPs can benefit from taking a deeper look into patterns, phrases and trends.
According to Urgent Communications, one of the best uses of analytics is for police investigations. Data and speech analytics can both be used to look at calls and find new evidence or information. Plus, call recordings can aid in both criminal and public safety investigations.
For example, if an accident happens on a particular street, the name of the street can be recorded and then used later on if investigated. Speech analytics can also search to only select conversations or phrases with the words “car accident,” or the name of the street within them. With this ability, PSAPs can help with investigations quickly and more effectively.
With the information and the data that is collected, public safety can also make changes to prevent future accidents from happening. If they find that there are many calls with the same phrases, or many car accidents on the same street, they can lower the speed limit. Or, they can make other efforts to prevent accidents, like changing the traffic signal.
By being able to search for key words and phrases, speech analytics truly makes work much easier for PSAPs. Now, with up-to-date software, PSAPs can easily search and dispatch calls to the right emergency responders. This speeds up the process in the long run, saving time and hopefully saving lives as well.
Dispatchers have difficult jobs. Analytics can even make it easier to see what should be required of them as well. Before being able to dispatch, some PSAPs require up to 40 hours of training. While some require dispatchers to be CPR certified, others don’t. However, speech analytics can analyze calls and see what callers are asking during their emergencies. If calls are coming in that need specific CPR instructions, PSAPs can look at the data and change the requirement based on their own specific needs.
Every PSAP is different. While some haven’t fully accepted and utilized analytics as a useful tool, it’s easy to see the potential benefits. During emergency situations, analytics can be the useful tool that helps to save time and lives. If your call center or PSAP is looking for a new analytics solution, give Capture Technologies a call. We are dedicated to keeping your communications simple.