NICE and AT&T are collaborating to provide integrated solutions for emergency communications centers.
The expanded partnership will involve NICE launching a unified incident capture and data analytics tool for AT&T’s existing NextGen 9-1-1 (NG911) solutions.
AT&T is currently the “only provider” of comprehensive mission-critical communication solutions for 9-1-1 operators, dispatchers, and first responders in the USA.
NICE claims that the company’s newest innovation will address the changing requirements of 9-1-1 centers by allowing them to capture and analyze data for valuable insights.
In discussing the collaboration, Chris Wooten, Executive Vice President of NICE, outlined the importance of emergency communications centers being able to access information from a single platform:
AT&T technologies are revolutionizing public safety by empowering 9-1-1 centers and first responders with real-time information to make smarter decisions and save lives.
“At the same time, public safety agencies are also realizing the importance of having one solution to capture and analyze these new data sources.”
More NICE Integrations
Alongside the new solution, AT&T will also benefit from integration with NICE Inform Elite, the company’s public safety recording platform.
Built to be compatible with NG911 environments, the solution captures multimedia interactions between the public, emergency centers, and first responders, and provides upgradeable modules and suites tailored to an organization’s specific needs.
Moreover, the tool also has the capacity to analyze the data it captures, meaning it can support both evidence recording and incident reconstruction.
The importance of the Inform Elite integration was mentioned by Wooten:
“This [NICE Inform Elite] allows public safety agencies to gain a full understanding of everything that occurred during an incident, understand the impact of new technology and data sources, identify areas for improvement and quickly fulfill and manage records requests.”
Additionally, 9-1-1 centers can use NICE’s data analytics to assess how new technologies affect call handling and response times, as well as identify and address training and knowledge gaps.
Matt Walsh, Area Vice President of FirstNet and Next Generation 9-1-1 at AT&T, described the integration of the two companies’ resources as an opportunity to take emergency communications to the next level:
We’re excited to continue moving public safety transformation forward for our customers, alongside NICE. The combination of our technologies offers 9-1-1 centers a unique catalyst for transformation.
More NICE News
Social media has been buzzing with speculation that NICE may be poised to acquire Playvox, a company specializing in workforce engagement management (WEM).
The rumors appear to have begun with a LinkedIn post by Adam Saad, CTO and Founder of Tech Stack Advising, who wrote:
“NICE has long been THE gold standard for WEM for over a decade now – so it’s interesting to see the acquisition intent.”
Playvox provides workforce management, quality assurance, and gamification tools, but NICE already offers similar capabilities. Therefore, the potential acquisition is likely aimed at gaining new customers rather than expanding NICE’s product range.
Elsewhere, earlier this summer NICE launched its CXone MPower solution, claiming it will significantly enhance customer experience performance.
This innovation integrates CXone, Copilot, Autopilot, and Actions into what NICE describes as the “world’s first and only CX-aware AI platform.”
MPower aims to provide advanced augmentation, smooth skill transfers between humans and AI, and improved AI memory, as well as offering AI-driven contextual insights throughout the customer journey.
The company also revealed that the tool will help to combat mission-critical areas of CX with the following features:
- Immediate augmentation
- Advanced skillability
- Fully aware proactive service
