Senators aim to boost federal investments in Next Generation 911 technology

Posted Thu, November 9, 2017

Existing federal grant programs would be expanded to help state and local governments deploy modern 911 systems that enable citizens to text for help and send audio, text or video files during emergencies under legislation introduced on Thursday.

The Next Generation 911 Act of 2017, which was introduced by U.S. Sens. Bill Nelson (D-FL) and Amy Klobuchar (D-MN), would support state and local efforts to incorporate new broadband voice and data communications technology into Next Generation (NG) 911 systems.

“Upgrading the nation’s 911 system is literally a life and death matter that must become more of a national priority,” Nelson said. “In this digital world, Americans must have more than one way to access the 911 assistance they need and expect when emergencies occur. No plea for help should go unanswered because a call center doesn’t have the technology to receive a text, video or picture.”

The bill does not define a specific dollar amount to support next generation 911 system technology. Nelson and Klobuchar expect a forthcoming analysis from the 911 Implementation Coordination Office to help gauge costs, but a 2009 Department of Transportation (DoT) study estimated that modernizing 911 systems could cost $9.2 billion to $13.2 billion.

“As a former prosecutor and co-chair of the NextGen 911 Caucus in the Senate, I know how important it is for our first responders, law enforcement officers, and public safety leaders to be able to communicate seamlessly during times of crisis,” Klobuchar said. “Our legislation would provide state and local governments with the resources they need to efficiently transition to NG 911 and strengthen our country’s emergency response networks.”

The bill, which would also require studies to help identify vulnerabilities that make 911 systems vulnerable to cyberattacks and weaknesses that cause outages when natural disasters and catastrophes strike, has drawn praise from industry groups like the National Emergency Number Association (NENA).

“NENA applauds the introduction of legislation by Sens. Nelson and Klobuchar designed to expedite the funding and deployment of Next Generation 911 systems nationwide,” the group said in a statement. “NENA looks forward to working with members of both parties to pass legislation that will bring our emergency infrastructure into the 21st century, to better serve the 650,000 Americans who call 911 every day.”

Article by Aaron Martin

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Texas to Transform Communications for Public Safety

Posted Thu, September 21, 2017

Texas is making another major move to strengthen public safety and enhance emergency preparedness across the state. Today, Governor Greg Abbott announced his decision to partner withFirstNetandAT&T* to deliver a wireless broadband network to the state's public safety community. The FirstNet network will provide Texas with modernized devices, apps and tools for first responders to boost their communication abilities on the job, helping them save lives and protect communities.

"The safety and security of Texas communities is my number one priority, and I want to provide our first responders with the best technology possible," said Governor Abbott."As we saw in the aftermath of Hurricane Harvey,our first responders are often the last and only hope for safety in rapidly-changing and life-threatening situations, but this partnership with FirstNet and AT&T,allows Texas's fire, police, EMS and other public safety personnel to be better equipped when responding in these emergencies."

AT&T, in a public-private partnership with FirstNet, will build, operate and maintain a highly secure, resilient wireless broadband communications network for Texas's public safety community at no cost to the state. This plan will help improve public safety and enhance emergency preparedness across the state by providing first responders with cutting edge communication technologies.

"Hurricane Harvey is still fresh on our minds as the area continues to recover. The support we received from AT&T and FirstNet during our response was incredible, and with this partnership, it will only get better," said Bexar County Sheriff Javier Salazar. "Whether responding to storms like Harvey or wildfires in West Texas, our state's first responders go above and beyond the call of duty every day to help Texans and save lives. The innovative FirstNet system will provide them a network worthy of their service that will help protect their safety while giving them the tools and technologies they need to stay connected and to help communities and citizens across Texas."

The FirstNet network will transform the way Texas's fire, police, EMS and other public safety personnel communicate and share information before, during and after emergencies and natural disasters, by:

Connecting first responder subscribers to the critical information they need in a highly secure manner when handling day-to-day operations, responding to emergencies and supporting large events, like the Houston Livestock Show & Rodeo, which hosts over 2 million visitors each year.

Strengthening emergency response communications for public safety personnel in agencies and jurisdictions across the state to support the preparation and response to natural disasters, such as the recent and ongoing response to Hurricane Harvey.

Enhancing network coverage across Texas's diverse landscape, benefitting first responders and residents throughout the state's rural and tribal areas.

Driving infrastructure investments and creating jobs across the state.

Ushering in a new wave of innovation that first responders can depend on. This will create an ever-evolving set of life-saving tools for public safety, including public safety apps, specialized devices and Internet of Things technologies. It also carries the potential for future integration with NextGen 9-1-1 networks and Smart Cities' infrastructure.

"With Governor Abbott's decision to join FirstNet, Texas continues to lead the way on public safety by taking emergency response and innovation to the next level," said FirstNet CEO Mike Poth. "We are honored to serve the state's first responders and will continue to collaborate with them to ensure the Network delivers what they need, both now and in the future."

FirstNet has met with Texas public safety officials including the Texas Interoperable Communications Coalition and the Texas Department of Public Safety to address specific safety needs across the state. This includes:

Expanded coverage and coordination with deployable solutions and additional investments beyond what is currently available from commercial carriers with a focus on underserved public schools, hospitals, public safety answering points, the Texas-Mexico border, tribal areas and hurricane evacuation routes.

Using the investment, innovation, best practices and lessons learned from the Texas Early Builder Program in Harris County to inform how the network can support response and recovery activities during disasters and large events while also informing the development of intuitive service solutions that will meet the expectations of the public safety community.

The opt-in decision enables FirstNet and AT&T to begin creating an entirely new wireless ecosystem for public safety communications. Texas's first responder subscribers will have immediate access to quality of service and priority to voice and data across the existing nationwide AT&T LTE network.

 

Preemption for primary users over the AT&T LTE network is expected by year-end. This means fire, police, EMS and other public safety workers will have dedicated access to the network when and where they need it 24/7/365, like their mission.

"When Harvey hit, first responders were the first in to help rescue and support those in need," said Chris Sambar, senior vice president, AT&T FirstNet. "No matter the emergency big or small we can count on public safety to be there when we need them most. We're honored to continue our close collaboration with Texas and its public safety community to give these everyday heroes the game-changing tools and technologies they need to carry out their life-saving mission.

For more information on FirstNet, please visit FirstNet.gov/mediakit and att.com/FirstResponderNews. For more about the value FirstNet will bring to public safety, please visit FirstNet.com.

*About FirstNet

The First Responder Network Authority (FirstNet) is an independent authority within the U.S. Department of Commerce. Chartered in 2012, its mission is to ensure the building, deployment, and operation of the nationwide, broadband network that equips first responders to save lives and protect U.S. communities. Learn more atFirstNet.gov/mediakitand follow FirstNet (@FirstNetGov) on Facebook and Twitter for updates.

*About AT&T

AT&T Inc. (NYSE:T) helps millions around the globe connect with leading entertainment, business, mobile and high speed internet services. We offer the nation's best data network** and the best global coverage of any U.S. wireless provider. We're one of the world's largest providers of pay TV. We have TV customers in the U.S. and 11 Latin American countries. Nearly 3.5 million companies, from small to large businesses around the globe, turn to AT&T for our highly secure smart solutions.

AT&T products and services are provided or offered by subsidiaries and affiliates of AT&T Inc. under the AT&T brand and not by AT&T Inc. Additional information about AT&T products and services is available at about.att.com. Follow our news on Twitter at @ATT, on Facebook at facebook.com/att and on YouTube at youtube.com/att.

2017 AT&T Intellectual Property. All rights reserved. AT&T, the Globe logo and other marks are trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

**Claim based on the Nielsen Certified Data Network Score. Score includes data reported by wireless consumers in the Nielsen Mobile Insights survey, network measurements from Nielsen Mobile Performance and Nielsen Drive Test Benchmarks for Q1 + Q2 2017 across 121 markets.

Article by: Geek News Guest (https://www.broadwayworld.com/bwwgeeks/index.cfm)

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Quality Assurance in Public Safety

Posted Tue, August 8, 2017
Recording equipment has been perceived as an accessory for a long time in the public safety market. Most don’t use their system to its full potential and usually are not aware of what can be accomplished with these systems. To shine some light on this, I’ll focus this article on one item that’s often misunderstood: Quality Assurance.
 
I have been working with Public Safety customer's for over 22 years. In the beginning, it was close to impossible to sell the advantages of a quality assurance program. Today, with the advancement of NG911 and the possibility of funding/grants tied to a QA program in place, even the smallest PSAPS are now looking to implement them. Hopefully, this article can be of some help.
 
Over the years, there are a few things that I've seen labeled (incorrectly) as a "Quality Assurance Program". Here are the top 4:
  1. Flip/Guide cards and SW (describing proper procedures for a specific incident).
  2. Internal procedure guidelines.
  3. Situational training (Training on specific situations, like a shooter, bomb, chemical spill, medical, etc...)
  4. Standards training (Training related to standards and procedures).
 
Numbers 1 & 2 establish standards, procedures and protocol. Numbers 3 and 4 are simply training. This is only the starting point. You've established what kind of QUALITY is expected, and the training needed to meet expectations, but that's it. How do you know your standards are being met? How do you know who needs training? How do you know what kind of training is needed?
 
Unless you are examining call takers/dispatchers and scoring the results, you have no ASSURANCE that procedures are being followed and standards are being met.
 
Proper Quality Assurance involves the above to be already established PLUS:
  1. Record your agents - You can't evaluate what you can't hear or see.
  2. Establish Skill Sets - Examples would be Information Gathering, Accuracy, Demeanor, Call Control, etc.... This will help you to drill down on specific skills that need improvement.
  3. Establish Targets/Goals (or KPI’s) - These are measurable values (taken from grading & call stats) against those targets you want your agents to hit in important areas. Examples would be: Percentage of calls answered within the first 20 seconds, ability to calm & control the situation, accuracy of information, accuracy of dispatched resource, etc…
  4. Grade your agents - By grading your agents, you now have ASSURANCE that targets are being met and procedures are followed.
  5. Report - Not just call stats but evaluations as well. Reporting will provide an overhead picture of team performance, trends, service levels as well as a more targeted view of agent skills. This will also provide you with the information to put the Right Number of People with the Right Skills in the Right Place at the Right Time.
  6. Targeted Training - Reports can provide insight into a drop in a certain skill. An example would be an agent that starts to score lower in the Call Control section. You can now focus your training on that skill instead of a blanket training program that is the same for every situation.
  7. Establish a reward plan to recognize high performers, and to encourage improvement. This provides positive motivation and improves moral.
 
Recording, Monitoring, Grading, Reporting and Training dive much deeper than most realize. Putting all of this in place will drive up your overall quality of service, moral and improve employee retention. Employee retention is paramount. Commercial contact centers usually know, down to the dollar, what their cost is to hire, train and ramp up a new employee. I’ve seen these costs run as high as over $7,000 per agent. With this expense in mind, it’s important that turnover is low to make the most out of your investment.
 
This is only one item that I’ve focused in on. There are many more areas, with these systems, that can improve your service and make your job easier!
 
By Sean Miller, Vista Com
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First Call, Then Post!

Posted Wed, June 7, 2017

Police: Call 911 first, then post on social media

San Bernardino County sheriff’s deputies on patrol Thursday, May 25, had no idea why traffic was stopping on Highland Avenue until they came upon this scene:

A naked woman was walking on the sidewalk, and several drivers had braked to whip out their cellphones to photograph her.

But what some considered a treat quickly turned into a threat when the woman reached into a car and grabbed the head of a motorist.  And when deputies intervened, the woman punched one in the mouth.

As it turns out, sheriff’s spokeswoman Cindy Bachman said, the deputies were unaware of the crime because none of the drivers had pulled out their phones for their original purpose, placing a call — in this case, to the 911 emergency number.

Police and fire officials in Southern California can cite few examples of misguided priorities such as filming the woman’s clothesless romp, but they are certain that people, in their excitement to document a fire or traffic collision – and be the first to post the photo or video on social media – are sometimes neglecting to summon help.

“When I watch the news, I am noticing there are a lot more people using their phones to report the news, which would lead me to believe they might use that instead of calling 911 first,” said Capt. Lucas Spelman of the Cal Fire/Riverside County Fire Department.

“People are very socially engaged today and want to capture those viral video clips,” Bachman said. “However we strongly urge people to call 911 any time there is a threat to public safety: a situation that could result in someone being hurt or requires immediate medical aid. If you are involved in, or a witness to a potential life-or-death situation, please turn the camera off and call for help.”

Telephones came off the walls and living room tables 44 years ago, eventually becoming small enough to fit in a pocket. Cameras showed up in those cellphones in 2002.

Suddenly, everyone could be a citizen journalist. And the news media itself, which can’t have reporters at every scene, asks witnesses to contribute their photos and videos.

“Whether it’s a crime or tragedy, the first thing people do is whip out their phones and not render aid,” Anaheim police Sgt. Daron Wyatt said. “We’re in a society where everyone thinks they can be the next (director Martin) Scorsese.”

Now a fact of life

Going online and communicating with others is part of that modern society, said Robert Hernandez, an associate professor at the Annenberg School for Communication and Journalism at USC and an expert on social media and pop culture.

“It is baked into every aspect of our lives,” he said.

We record “Any momentous moment in your life, newsworthy moments, historical moments. It’s for two reasons: One, it’s just our norm, we’re constantly sharing every aspect of our lives. Lifecasting.”

Secondly, Hernandez said, a study showed that 9 in 10 of us have our phone within arm’s reach all day, every day.

“You can make an argument that there is a segment of the population that is into sharing before calling 911. … There are people who go on Facebook because they want the attention, and that is misguided.”

Stay out of harm’s way

Steve Johnson, co-founder of the popular Facebook group “What is Going on in Riverside County?” sees incidents in his travels as an electrician in the Riverside area and is sometimes the first to report them.

“The responsible thing to do is always call the police before you start recording,” he said.

Johnson said he has lost opportunities to shoot while he is on the phone with emergency dispatchers. He shrugs off the disappointment. “Sometimes it’s not in the cards,” he said.

There can be value in the videos or photographs if they provide evidence of who committed a crime or how a collision happened.

“But you don’t want to put yourself in a position to get hurt or be the victim of retaliation,” Anaheim’s Wyatt said.

Said Torrance police Sgt. Ronald Harris: “If you see something, say something. To have video evidence is great. Obviously to say something is important. But it doesn’t do as much as it can as if it were properly reported through the right channel” such as a call to police.

And public safety officials generally don’t mind people shooting crime scenes, fires or traffic collisions as long as they don’t get in the way of rescuers or put themselves in danger.

“In some situations, they are putting themselves in harm’s way and that really concerns me because we don’t want additional people becoming part of an emergency,” Cal Fire’s Spelman said.

Don’t report crimes on Facebook

A side issue to social media and emergencies is that people sometimes report crimes by posting to a police department’s Facebook page. Those pages usually warn visitors that police do not monitor the pages 24/7.

“We do get a lot of that,” Riverside police Officer Ryan Railsback said. “if you need to report something, call 911 or the nonemergency number. But don’t report it for the first time through Facebook.”

The Oconee County Sheriff’s Department in Georgia took a humorous approach to the issue. Officials described on Facebook the types of incidents requiring immediate response that should not be reported via Facebook. Among them:

  • Things on fire that shouldn’t be on fire.
  • Livestock running loose in a roadway.
  • People running loose in a roadway.
  • People impaled with objects with which they would rather not be impaled.

Then there are exceptions.

Hernandez, the USC associate professor, noted Diamond Reynolds’ live post to Facebook in July 2016 of the aftermath of the fatal police shooting of her boyfriend, Philandro Castille, who was shot in his car as he reached for his registration.

“I wanted everybody in the world to see what the police do” Reynolds told reporters.

Still, the bottom line, officials say, is that no matter how tempting it is to photograph something before or instead of calling police – even if it’s a naked woman – people should put public safety first.

“There’s this entire structure where three numbers can bring help – 911 – and that’s pretty … effective,” Hernandez said.

Article by Brian Rokos from The Press-Enterprise

 
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Vista Com becomes a JAVS authorized dealer!

Posted Wed, March 29, 2017

Vista Com Partnership with JAVS company as an authorized deal of Texas, Oklahoma, Louisiana, and Arkansas!

As a JAVS authorized dealer, Vista Com will offer JAVS Premier, Select, and Core Lines. Vista Com will market and service clients in Texas, Oklahoma, Louisiana, and Arkansas. This partnership will make custom, scalable Recording solutions available to courtrooms, meeting rooms, and lecture halls desiring to capture a complete, verbatim record.

JAVS, headquartered in Louisville, KY, is the global leader in digital courtroom recording solutions, integrated in over 10,000 courtrooms throughout the U.S. and across four continents. Pioneering tomorrow’s justice system for more than 35 years, clients across the world have trusted the JAVS solution to accurately capture, store, and publish the official verbatim record of the court. The solutions encompass not only recording, but also every aspect of the proceedings. From public address to remote arraignment to open source access, JAVS promotes truth and accuracy by preserving future histories.  

Contact us at sales@vistacomtx.com to talk with a member of our sales team and learn more about JAVS recording solutions.

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How NICE - inContact Enables Better Social Customer Service

Posted Tue, March 14, 2017

Recently, I found some *stunning* statistics indicating that the number of worldwide users of Social Media (of any type) is expected to reach some 2.95 billion by the year 2020. This equates to approximately one-third of the Earth’s entire population. The region with the highest penetration rate of social networks is North America; where, as of 2016, 78 percent of the United States population has at least one social networking profile. Given the proliferation of Social Media throughout the world, it’s no wonder that contact centers are realizing the huge opportunity to develop a social customer service strategy.

Given those numbers, it’s not surprising that 67% of consumers now use Twitter and Facebook for customer service, and that 33% of consumers prefer to contact brands using Social Media.

So, why is social customer service important for your contact center, and how can inContact help?

1. Social media is growing at an exponential rate.

While growth may not be quite as explosive in the customer service industry, social media is a channel that already is important today, and will become even more important as Millennials and younger “Gen Zs” start making up a larger part of your customer base. In fact, social media is designated as the single most popular interaction channel in the age group under 25 in the 2016 Dimension Data Global Contact Centre Benchmarking Report.

2. Your customers expect to have a choice.

A social media interaction may or may not be the channel of final resolution for a customer issue. But, contact centers are supporting their customers in more channels than ever before – and those channels are used at some point along the customer journey. Based on Dimension Data, most contact centers will support an average of nine channels by 2017. A little over half (52.4%) of all contact centers support social media today, and another 24% plan to offer it within the year. If analysts are correct and we are in the age of the customer, excluding social media from your contact center channel strategy may, in the mid-to long-term, open you up to losing customers to competitors who actively support the channels your customers want to interact in.

3. Social media does not have to be complex.

With inContact Social Media, interactions from both public and private channels for the most widely used social media platforms – Facebook and Twitter – use the Work Item channels for an seamless integration – both from a routing, as well as from an agent handling perspective. Using the My Agent eXperience – MAX interface, any authorized user can post to social media from the same interface they use to handle all other supported channels. The bonus? You get consolidated inContact Work Item Reporting for historical insight, and your dashboards include social media contacts as well – real-time insight into what’s going on with social media, just like for any other channel in your center.

4. We have figured out Social Customer Service, and we can help you, too!

inContact partner, HelpSocial, provides one simple console to manage accounts, groups, and live searches based on keywords and phrases, #hashtags, @users, and more. Our inContact experts can show you how to use broad search tools to capture all the activity you need to be aware of, while ensuring that search results are narrowed down sufficiently – and “white noise” is filtered out – so your agents are not unnecessarily distracted and can focus on engagements that matter. With inContact Social Media, your agents can focus on responding to customer service queries and interact with customers on both private and public social channels, while you — superstar customer experience leader – can monitor how your business (or the competition) is trending on social!

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America’s 9-1-1 infrastructure is showing cracks, too

Posted Wed, March 1, 2017

Throughout the presidential campaign and now in office, the Trump-Pence team has emphasized the need to boost investment in our country’s critical infrastructure, and to do more to keep Americans safe. The nexus of these priorities is our nation’s 9-1-1 system.

Just like many of our roads and bridges, America’s 9-1-1 system is showing its age. Its capabilities are stretched to the limit, answering more than 650,000 emergency calls each day. But the system requires urgent attention and investment if it is to meet our communities’ needs in the digital age. 

At a time when Americans are using smartphones, broadband Internet, and nifty apps to send staggering amounts of data, texts, photos, and videos, our 9-1-1 systems are still using last-generation, voice-centric technology, with the exception of some centers now capable of receiving text messages. Telecom companies are moving to Internet-Protocol-based networks, and the federal government’s FirstNet authority is developing a wireless broadband network for public safety field responders. But our 9-1-1 centers are becoming the weakest link in the chain, without any national commitment or process in place to modernize them. 

Next week, hundreds of 9-1-1 professionals and policy leaders from across the country are gathered in the nation’s capital to lobby for the vital improvements needed in our 9-1-1 systems. Their message is simple: It is time for policy makers at all levels to come together and accelerate the rollout of Next Generation 9-1-1 (NG911) technology nationwide.

With NG911 systems, callers will be able to send text messages and transmit photos, videos, and other forms of data to 9-1-1 centers, and call takers will be able to better coordinate responses. For example, a caller could send streaming video from a crime scene, or personal medical data about a deadly allergy – all of which would improve the 9-1-1 center’s ability to assist.

The handling of 9-1-1 calls will be much more efficient as well. In a NG911 system, 9-1-1 professionals will have the ability to transfer calls and associated data to other jurisdictions in the event of disasters, service outages, or misrouted calls. More than just “call centers,” next generation facilities will become integrated operations centers. NG911 also would more effectively withstand cyberattacks, share data with field responders, and locate wireless callers.

However, the nationwide transition to NG911 is proving difficult for several reasons...

See full article here: http://thehill.com/blogs/congress-blog/technology/320743-americas-9-1-1-infrastructure-is-showing-cracks-too

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Mobile Industry Knee-Deep in Efforts to Solve 911 Problems

Posted Thu, February 9, 2017

Last week The Wireless Association (CTIA) announced the latest stage of its “test bed” efforts, intended to help improve location accuracy of emergency calls that come from mobile phones. The trade group is working with major mobile providers on the problem. The challenging problem of detecting 911 calls inside buildings has dogged the telecom industry for decades.

Location Troubles

How not-insignificant are we talking? Last October, investigations of 911 calls conducted on smartphones, using devices that connect to each of the major phone networks; three of the four networks tested—T-Mobile, Sprint, and Verizon—failed to properly pinpoint the location of the calls, in some cases suggesting they came from a quarter-mile away. And in the fourth case, AT&T correctly detected the location essentially because the call was made only 20 feet from an AT&T cell tower.

“It is really frustrating to understand that a Papa John delivery person or the Uber driver has a better, more accurate way of locating the customer or the person flagging the cab than does a 911 call taker,” said Steve Souder, the director of the Fairfax County, Virginia, Department of Public Safety Communications, in comments to WJLA.

A Whole Lot of Testing

CTIA’s efforts to solve this issue comes because of a 2015 Federal Communications Commission (FCC) order meant to encourage accurate location detection from cellphone providers, which often use different technologies to provide information to emergency hotlines.

Testing focuses on putting mobile technology into real-world situations. The effort, with the assistance of several mobile providers and the Alliance for Telecommunications Industry Solutions, is intended to help meet the FCC’s goals of having smartphones provide accurate location data in nearly all cases by 2024.

Public safety is critically important to the wireless industry and consumers. The mobile industry is working collaboratively with the public safety community to thoroughly evaluate new technologies under real-life conditions.

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Why Speech Analytics is a Must Have

Posted Wed, February 8, 2017

Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. SA transcribes and analyzes audio in every phone call to discover powerful, rich actionable insights.

It has now reached a stage parallel to how other contact center technologies such as Quality Management (QM) and Workforce Management (WFM) are viewed as must-haves by contact centers. 

Among the multitude of factors that make SA a must have are:

  • Despite the exponential growth of self-service and digital mediums of customer engagement such as chat and social media, the traditional phone call, or voice, continues to be the dominant mode of customer engagement.
  • The latest generation of SA has taken giant strides in improving accuracy, speed and ease of use, and lowering the cost of ownership.
  • SA can be flexibly deployed and used either on premises or in the cloud.

The business impact of SA for PSAP and contact center performance can be categorized into:

Cost Reduction: SA can help improve operational efficiency and reduce costs by detecting self-service issues and agent knowledge gaps, and reducing repeat calls, handle time, holds and transfers. 

Quality Management: SA helps evaluate a larger “statistically valid” sample of calls, eliminate human bias in selecting calls for evaluation, focus on high-value calls, and enable targeted agent coaching.

Sales Effectiveness: SA can compare successful to non-successful sales calls and agents, find the best words and phrases that lead to a sale, and identify words and phrases that are sales detractors. 

Compliance: SA can monitor 100% of interactions for agent script adherence and help reduce the risk of breaches, even if they’re very rare. It also allows organizations to show their internal processes and solutions to regulators.

In summary, Speech Analytics can have tremendous and broad positive impact in optimizing your customer engagement while helping day to day operations.

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Capture of SMS to 911 with Eventide via Zetron MAX-CT

Posted Thu, February 2, 2017

Eventide NexLog recorders can be configured to record SMS (Text) to 911 interactions that are handled “in-application” by tele-communicators using a Zetron Max Call-Taking console.

About the Eventide integration:

  • SMS messages that are sent via Text Control Centers (TCC’s), while using Pre-911 text transmission protocls, to a 911 PSAP that is equipped with Max-CT can be recorded on the NexLog recorder, via an Eventide metadata integration and a dedicated pool of dynamically-allocated IP channels.
  • Playback, instant recall and mapping of these recorded interactions are supported via the Eventide MediaWorks PLUS software.

Metadata capture:

  • Metadata is provided to the NexLog recorder from the Zetron LRDI protocol
  • Position ID of the MAX-CT workstation where the SMS session occurred
  • SMS direction with respect to the PSAP (inbound or outbound)
  • Location data and updates as provided by the LRDI protocol
  • Send/Receive time, with respect to the PSAP (i.e. network latency not included)

NexLog licensing requirements:

  • The following metadata integration is required, 911 NENA ANI/ALI Integration (P/N 209029)
  • NexLog IP channel licenses (P/N 271052 and 271035) are required as follows:
    • 1 IP channel for each MAX-CT position (captures normal voice calls at the position)
    • 1 IP channel for each simultaneous text-to-911 session, MAX-CT base licensing allows 3 simultaneous text sessions, per console position, which can be expanded based on site requirements.
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Eventide Release's New Standalone Player Software

Posted Tue, September 20, 2016

With Eventide's latest version 2.7 just released, customers now have the ability to playback incidents without being connected to the recorder. Why this is special?

1. A remote user that has access to the proprietary incident from the Eventide database can now see the supervisor's rendition of the incident including redactions, annotations, notes, tags, flags, etc.

2. Even though these remote incidents are in a proprietary format and can only be viewed by Eventide software, they can also be password protected.

3. Remote users will only have "read" privileges and will be unable to change the incident.

Here's how this can work....

A dispatch supervisor is asked to provide all of the recordings involving an incident to a criminal investigator that is outside of his or her organization.  The dispatch supervisor creates an incident and saves it. The supervisor wants the investigator to have access to the incident but does not wish to make them a user on their recorder or network.

The supervisor can save the incident as a local file on his or her PC and email the incident in its entirety to the remote criminal investigator or better yet, save it to a network drive or cloud location. The remote criminal investigator has Eventide's MediaWorks Plus Client on his or her PC and selects to open an incident and choose local incident.  The remote investigator now sees the entire incident and can play it back, save wav files, and export as desired, all without being connected to the recorder.

Benefits

-the file is Eventide format/encrypted

-the file is password protected

-reduces the dispatch supervisors workload in preparing for external requests

 

 

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Eventide Adds Support for Harris VIDA P25IP version SR10A2, SR10A3

Posted Tue, August 16, 2016

Eventide has successfully completed NexLog certification testing for system release SR10A2 of the Harris VIDA P25 radio system, including successful capture of GPS LOCATION DATA involving GPS-equipped Harris portable radios.  Eventide's support for SR10A2 will also apply toSR10A3 per the certification document.  Testing occurred at the Harris certification facility in Lynchburg VA during June 2016. Eventide now offers optional support on NexLog recorders for Harris VIDA P25IP versions SR10A, SR10A1, SR10A2 and SR10A3.

GPS location data that is captured on a mapping-licensed NexLog recorder can be used to identify the locations of a user's P25 PTT transmissions on a map, using Eventide's MediaWorks Plus software.  

Posted in : Public Safety |  No Comments >>
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Five Star Eventide Sales Partner

Posted Mon, June 27, 2016

Have you heard of Eventide’s Five Star Sales Partner program?  Being a Five Star Dealer has stringent guidelines to meet this title.  Here are just a few:

  • Employed technicians trained and certified at the Eventide factory in New Jersey
  • Ability to integrate to complex CPE such as Motorola API/AIS, Harris VIDA P-25, Airbus SIP, Intrado SIP to name a few
  • Support national accounts on behalf of Eventide
  • Partner with other dealers across the nation

We are honored to be recognized as a five-star vendor. You can read more about Eventide five-star dealers by clicking here or contact us at marketing@vistacomtx.com for more information.

 

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Next Generation 9-1-1

Posted Mon, June 27, 2016

Emergency services are moving from a closed analog environment to an interconnected Internet Protocol (IP) network environment, also known as next-generation 9-1-1 (NG 9-1-1). Here at Vista Com we support the current communication recording needs and will enable a seamless migration to NG 9-1-1. Our partner’s recorders all have systems that can handle the transition. Questions we get and solve include:

  • Text to 9-1-1
  • SIP based call recording for both trunk side and station side
  • Comprehensive Quality programs

Our systems are qualified and capable for NG 9-1-1. They are adaptable, expandable and flexible. So don’t worry about the change. You have Vista Com to lean on.

 

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Potential Pitfalls of Emerging Technologies

Posted Mon, June 27, 2016

Newer technologies offer us faster, efficient and cost effective ways of making our everyday lives easier. But before you consider changing to a PRI, SIP trunk, VoIP phone system or a hosted phone system, consider the difference between a good experience and a pitfall. While newer technologies offer big advantages, and savings, you have to contemplate what else this change affects. When making the switch to newer technology, many will overlook reconfiguring their recorder. By not reconfiguring your recorder to accept the newer technology, can have negative repercussions, and ignoring the switch can end up costing you.

...and don't forget Windows 10!  Moving from the old Windows environment to Windows 10 can have a dramatic effect on your users’ client applications. Windows based systems require particular scrutiny when moving to Windows 10.  

Plan ahead.

If you have trouble switching to your new technology, please feel free to contact Vista Com through email: support@vistacomtx.com. You can also open a ticket by clicking here

 

 

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Voice Recognition Recording

Posted Mon, June 27, 2016

The use of voice recognition technology continues to catch on. Did you know, by adding voice recognition technology, your recorder can improve operational efficiencies? As a Vista Com customer, you have the ability to utilize voice recognitions by measuring audio signals such as volume, speed, and recognized keywords. Acquiring a voice analytics license allows customers to quickly locate and retrieve calls that contain certain words and phrases. The products we have are capable and come fully equipped with voice analytics licenses, which provides you with advanced functionality.

Contact us at sales@vistacomtx.com to talk with a member of our sales team and learn more about this unique voice recognition feature. 

 

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Endless Possibilities

Posted Mon, June 27, 2016

Vista Com is proud to announce we are a Certified Implementation Partner with inContact. Vista Com’s service team is trained, qualified to support and understands your inContact recorder needs. Qualifications of our new partnership include:

  • Vista Com technicians trained and certified by inContact
  • Installation of specifically designed recording software per customer requirement

Want to learn more about inContact and their products - contact us at sales@vistacomtx.com or 281-516-9800 for more information. 

 

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Secure Watch For Eventide

Posted Fri, June 3, 2016

Vista Com platinum support customers can now be monitored 24/7/365, seamlessly, and fully secured.  Vista Com's SecureWatch enables our support engineers to monitor your Eventide NexLog configured call recorder around the clock.  This service enables our engineers to watch your system continuously through a service within the Eventide recorder.  This is not a Windows based virtual private network where vendors have access to a customers network.  Eventide's engineers have enabled us to connect to the recorder specfic services and in a secure encrypted manner.  We can monitor for system outages and loss of data.  We can also upgrade software without the need of the customer having to participate in the remote services.  Please contact us at service@vistacomtx.com for more information.

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Archive Your Data

Posted Wed, May 18, 2016

We recommend you archive your recorded information regardless of how long you store or retain your information. Our solutions always allow for you to copy your information to a secure place. Having a copy of your data in compliance situations is strongly  recommended. With archiving you can do so in a number of ways such as DVD media, USB drive, existing network attached storage, or a dedicated network attached storage. Here are some of the reasons you may want to copy your records in another location.

1. Security - let’s face it things can happen. Weather, power surges, malfunctions, human error, on and on. Should something happen to your IT environment you will know that you have your recording data and history up to the point the problem occurred. At certain times of the year we have numerous calls from customers who have had lightning strikes and in some cases knocks out all of their equipment. If you are archiving, you will have data up until that moment. Anything stored on the archive drive is in proprietary format (not wav or MP3).

2. Convenience - we recommend using a dedicated network attached storage. Dedicated in a sense that it is used only for the recording equipment. Using a DVD will require constant monitoring of the space remaining and frequent swap. A dedicated Network Attached Storage (NAS) with ample storage space will assure you that the archive has space and it is not as susceptible to power issues like a DVD or USB drive may have.

3. Long term storage - a network attached storage device will enable you to store records beyond the size of the onboard recorder drives.

We have had a great deal of success with an affordable NAS solution from Synolgy. It is a small form factor, priced well, and utilizes a maintenance free operating system. Let us provide you an affordable archive solution. Click the NAS to buy.

 

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Eventide’s New Enhanced Reporting

Posted Fri, April 1, 2016

Did you know that your recorder is storing and compiling tons of potential information and data points for your PSAP (Public-Safety Access Point)?  With Eventide’s latest OS release 2.6, you can now unlock the potential to create reports with customized views of your operations and even have them emailed to you and others on a periodic basis.

Within the recorder data is stored; such as caller ID numbers, time/date, login audits, call count by line, call count by agent, evaluation scores, incident creation, call count by hour, day, call by location, and on and on. Users can now assemble these data points into graphical report output. Operators can use existing templates or create their own templates, complete with your own logo. These reports can be downloaded to PDF, output as CSV, and set up to email your inbox as you desire.

Enhanced reporting is turned on by license key for $995 list. We will train you and set up your first initial report for an additional fee.

Contact marketing@vistacomtx.com  if you wish for an in-depth demonstration.

Posted in : Around the Water Cooler |  No Comments >>
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Text 9-1-1

Posted Fri, April 1, 2016

In the future, text messages to 9-1-1 will be widely available in the United States. However, texting to 9-1-1 is currently only available in certain markets. But luckily, more and more Public-Safety Answering Points (PSAPs) are adding the ability to receive text messages.

In August of 2014, the Federal Communications Commission (FCC) adopted an order that requires all wireless carriers that enable users that text with U.S. phone numbers, to deliver text messages to PSAPs. Equipment providers of public safety agencies began working on capabilities to process incoming text messages.

Eventide quickly engineered an internal software solution that enables PSAPs to archive text messages in licensed enabled NexLog generation of recorders. Basically, there are 3 ways to integrate text messages into a call recorder.

1. TTY – PSAPs can receive text messaging through your TTY service. We can enable the recorder to decode the 45 Baud Rate to capture and replay texts on the same timeline as voice recordings.

2. Gem Portal – NexLog can record the screens of the PCs you are using to read texts to 9-1-1 so you can replay them online with your voice recordings.

3. Customer-Premises Equipment (CPE) Text Feeds – some CPE vendors are able to text to 9-1-1 directly to the NexLog.

For questions about recording text messages to 9-1-1, please email sales@vistacomtx.com or call is at 1(800) 708-6423 and we will be glad to talk to you about it.

 

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Service and Support Update

Posted Fri, April 1, 2016

We strive to ensure your recording solution is providing the service you deserve. We want to update you on a few items in regards to service.

Operating System 2.6.1 – Eventide has released a new operating system for customers who have NexLogs. The new operating system brings many new features and capabilities. One such feature is a true active directory capability in regards to user security and log in. There will be new features in the MediaWorks Plus browser software as well. Also, if your agency does not allow browser based playback we will have a new MediaWorks Plus Client that replicates most of the features of the browser.

Obtaining Support – we would like to remind you of the ways you can contact us to gain support.

Phone – 1(800) 708-6423, option 4

Emailsupport@vistacomtx.com (This will automatically open a support ticket and respond to you.)

Webformwww.vistacomtx.com/support (You can fill out the webform and it will perform the same as an email.)

Posted in : Public Safety |  No Comments >>
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Eventide's MotoTRBO Integration

Posted Sun, March 20, 2016

In today's world, we need to look no further for efficiency than to Motorola’s MotoTRBO™. Combined with Eventide NexLog communication, this MotoTRBO™ recording devise provides reliable IP-based call recording, and a completely controller-less system. The recordings are instantly available for reply, incident reconstruction and export. How convenient!   

From the warehouse to the oil fields, MotoTRBO™ radios are connecting more individuals smoothly and resourcefully. MotoTRBO™ recording is instantaneous, which makes decision-making becomes easier. Service, skills and safety gets stronger, productivity increases across the board, which satisfies customers. MotoTRBO™ is both ultra-thin and extra-tough, and integrated with Bluetooth or industry-leading data applications.

Contact sales@vistacomtx.com if you wish to learn more about MotoTRBO™ professional two-way radios.

Posted in : Public Safety |  No Comments >>
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Eventide First Recorder To Be Validated on Motorola Astro 7.16

Posted Mon, February 22, 2016

Eventide is the first public safety recorder to be validated through testing with Motorola for version 7.16.

Posted in : Public Safety |  No Comments >>
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Eventide's Enhanced Reporting

Posted Wed, February 3, 2016

Eventide has launched it's new Enhanced Reporting option giving users the ability to create customer reports as they want them when they need them.      (click for more information)

Posted in : Public Safety |  No Comments >>
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Eventide adds Support for Harris VIDA P25IP

Posted Mon, December 7, 2015

Eventide has successfully completed certification testing of the NexLog integrated P25 recording solution for Harris VIDA P25IP radio systems.   Certification testing for interoperability with VIDA P25IP System Release SR10A was performed at the Harris certification lab in Lynchburg VA.

Posted in : Public Safety |  No Comments >>
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