Public Safety Dispatch Solutions
Critical Recording with Capture911
With the emergence of FirstNet and big data, telecommunication requirements in Public Safety Answering Points (PSAPs) are changing. New types of data are being incorporated into 911 dispatch centers, including text, video, social media, biomonitors, and the metadata associated with each incident. This unification of disparate communications into an integrated system brings disconnected data together into a more complete incident reconstruction.
Capturing interactions in dispatch centers with the HigherGround platform allows quick and easy incident reconstruction and review. HigherGround’s Capture911 platform provides a state-of-the-art technology solution that enables improved dispatcher performance and reduced operational costs.
Optimize Incident Reconstruction
The HigherGround platform provides recording of all incident data with easy retrieval and storage capabilities, allowing for optimization of incident retrieval and reconstruction.
Capture911 provides a multi-source call recording and reporting system to capture data and interactions across multiple channels.
Record radio, VoIP, landlines, cell phones, text, email, IM, video chat, and other data. These interactions are captured using their metadata via applications or data collection modules and can be securely stored while also enabling quick and easy retrieval by authorized users.
You can easily create a chronological reconstruction of incidences and associated metadata. Metadata is supporting information that includes date, time of day, call duration, geographic location, dispatcher ID, communication device, and more. Playback any interaction just as it happened with a user-friendly interface.
You can monitor activities and performance in real-time or quickly retrieve interactions for review at a later time. Search with a wide array of parameters and choose to monitor calls, screen capture, email, text, IMs, and more based on agent, caller ID, media type, or other criteria.
Capture911 allows you to filter out sensitive information from playback with redaction, which enables insertion of a blank or tone to replace the words. The original call recording is not affected; a copy can be made with the sensitive or private data redacted.
Boost call center scores with Capture911 Quality Assurance. This QA feature makes it easy to score and grade dispatchers, and email results for review.
Managers can train dispatchers using feedback from the agent's and peers' interactions. This empowers agents and improves their attitude, awareness, and performance.
Dispatchers become more productive with appropriate coaching.
Customer satisfaction increases when dispatchers are trained to better understand both the internal and external customer voice, and respond appropriately.
Rapid Report Generation
Seamlessly generate reports and charts for scheduled and on-demand analytics. You can select desired KPIs and filter by station number or agent, duration of interaction, type of media, number of interactions by agent, grading score, and more.
This feature records video of the agent’s desktop throughout the interaction, allowing you to monitor the dispatcher’s synced screen activity at any moment. It allows you to review what applications were being used and how, as well as their browsing activities to monitor productivity.
Capture911 features robust security with encryption and multi-layer algorithms to protect all data and media stored in secure databases and folders which are not accessible over the network. This prevents unauthorized users from accessing, tampering, or deleting data and media.