Dallas to Upgrade Emergency Center Systems

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 uniquely combined 9-1-1/3-1-1 communications center. NICE partnered with several other companies, including PlantCML, on the project.

The City of Dallas has a population of over 1.2 million people, making it the ninth largest city in the U.S. The Dallas 9-1-1/3-1-1 center is staffed by 250 telecommunications service specialists, who handle more than 2 million calls each year. NICE will provide the city 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 Dallas center will be able to efficiently forecast and schedule telecommunicators and streamline staff planning, assuring better service and improved response time.

"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, Dallas 9-1-1 system operations manager. "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."