City of Dallas Replaces Existing Emergency Center Systems with NICE interaction analytics 
(14/02/2007)
The City of Dallas has selected NICE’s interaction analytics and its IEX workforce management solutions to improve emergency response and customer service in the city’s combined 9-1-1/3-1-1 communications center.
The City of Dallas has a population of over 1.2 million people, making it the third-largest city in the state of Texas and the ninth largest city in the US. The Dallas 9-1-1/3-1-1 center is staffed by 250 highly skilled telecommunications service specialists, who handle more than 2 million calls each year.
NICE will provide the City of Dallas with performance-boosting solutions which make it possible to capture and analyze interactions, and evaluate, coach and train telecommunicators. With the addition of the IEX workforce management solution, the City of Dallas center will be able to efficiently forecast and schedule telecommunicators and streamline staff planning, assuring better service and improved response time.
NICE was the only company able to provide a solution capable of meeting the city’s requirements and assure service in a multi-skill environment. NICE partnered with several other companies, including PlantCML, on the project.
“Our center handles both 9-1-1 emergency and 3-1-1 calls for the City of Dallas and our goal is to provide the best possible service to the citizens of Dallas in every situation,” said Willima Banner, 9-1-1 System Operations Manager, City of Dallas. “NICE will help us achieve this goal by giving us insight into our interactions to improve performance, and by helping us ensure that the right telecommunications specialists, with the right skills, are always on the other end of the line when citizens need immediate help.”
“Once again, NICE solutions have been selected to replace existing systems,” said Eran Gorev, President and CEO of NICE Systems Inc. “We are very excited to have been selected for this important project together with our partners including PlantCML, and look forward to helping the City of Dallas deliver on its commitment to provide top-notch service to its citizens.”
Related topics: Fire, Health & Safety Security market sectors
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