NICE Systems announces its interaction analytics and its IEX workforce management solutions have been selected to improve emergency response and customer service in the city of Dallas’ 9-1-1/3-1-1 communications center. NICE partnered with several other companies, including PlantCML, on the project.
Servicing the ninth largest city in the US, 250 telecommunications specialists handle more than 2 million calls each year at the Dallas 9-1-1/3-1-1 center. NICE will provide solutions to capture and analyze interactions, and evaluate, coach and train telecommunicators. With the addition of the IEX workforce management solution, the center will be able to efficiently forecast and schedule telecommunicators and streamline staff planning.
