Impact 360 Speech Analytics Essentials for Public Safety
Automated call analysis to identify trends, improve PSAP call handling and dispatch, and enhance investigations
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Speech Analytics for More Effective Performance
The thousands of calls handled by PSAPs and other emergency dispatch centers contain valuable information for improved call handling and a more proactive approach to public safety. But, few organizations have the time, staff, or budget to listen to thousands of calls.
With Impact 360® Speech Analytics Essentials™, Verint® brings its award-winning speech analytics to the public safety arena. Impact 360 Speech Analytics Essentials helps public safety organizations of all sizes realize greater value from their call recordings and use innovative analytics technology to achieve more effective performance.
Automated Trend Analysis for a More Proactive Approach to Public Safety
Out of the box, Impact 360 Speech Analytics Essentials transcribes and indexes the content of every call, automatically identifying trends and relationships — whether or not users know what to look for! These insights facilitate a more proactive approach to public safety, more effective call handling and dispatch, and more productive investigations.
For example, by identifying increased use of such words as gang, loitering, and Main Street, Impact 360 Speech Analytics Essentials can alert emergency communications centers and first responders to suspicious activity. This provides them with the opportunity to prepare for potential problems and address them before they escalate. Additionally, by pinpointing similarities in calls (such as specific types of vandalism or theft), Impact 360 Speech Analytics Essentials can provide law enforcement and other agencies with a more complete view of criminal and other activity that they might otherwise not possess.
Free-Text & Visually Guided Search to Locate Calls of Interest
Impact 360 Speech Analytics Essentials automatically transcribes calls in their entirety, enabling you to search recorded calls for virtually any word or phrase. Search results are returned within seconds, providing information that you can share within and beyond your organization, as needed. This can be particularly helpful for meeting the increased information-sharing objectives associated with new public safety standards. Visual guided searches provide an innovative way to detect relationships between call topics, creating more efficient and effective queries.
Additionally, a rich audio and visual playback environment automatically highlights terms of interest; by clicking on a highlighted word or phrase within the call transcription, you can immediately play back that specific section of the recording. Search parameters can be saved and reused — a useful feature in ongoing investigations.
Use Recorded Calls for Employee Training and Process Improvements
With Impact 360 Speech Analytics Essentials, you can identify specific calls that are representative of best practice call handling and use these recordings to help train staff. These training clips can be a powerful tool for helping call takers and dispatchers build critical skills. You can also isolate calls that are indicative inefficient processes and use these insights to improve processes, employee efficiency, and morale. Read more about Impact 360 eLearning and Coaching.
Actionable Intelligence® for More Informed Decisions
Impact 360 Speech Analytics Essentials features data visualization tools and clickable charts to make critical information easy to understand and use. A wide range of out-of-the-box reports enables information to be easily retrieved and presented to other users, teams, or agencies, and reports can be exported as PDF documents or in spreadsheets format to facilitating information sharing.
What do Verint customers have to say about Impact 360 Speech Analytics Essentials?
“Revolutionary” is the word Assistant Director for Quality Bobby Kagel, Chester County Department of Emergency Services in Pennsylvania, used to describe the power of speech analytics after viewing the results of its calls as analyzed by Verint’s software. “We immediately saw the impact, confirming through verifiable data some of the trends we suspected were taking place. One centered around our location verification, which proved to be frustrating both callers and our own telecommunicators. Since then we’ve reengineered the process, leveraging technology the telecommunicators have right at their fingertips. The power and results speech analytics can produce are an exciting development in our market—one we can’t wait to fully maximize.”
This is going to change the way 9-1-1 centers look at call recording, and what those recordings can and should be doing for them. The ability to identify context and trends is game-changing, particularly in this era of increased scrutiny and demands on communications center operations.