Interaction Recording for Public Safety
“It’s not a product that will become stagnant and obsolete! We definitely would make the same decision today.”
“The Capture911 product is very user-friendly and easy to learn. That is important — especially for our mobile units.”
“I am impressed with the playback feature. We do a lot of telephone search warrants. Our records folks are regularly producing recordings for law enforcement evidentiary purposes”
Capture911 provides reliable recording for critical communications in Public Safety Answering Point (PSAP) operations, emergency dispatch facilities and 9-1-1 centers. As a cost-effective, reliable, multi-channel recording and incident reconstruction solution for critical Public Safety communications, Capture911 integrates data from multiple sources into a single, synchronized holistic view. Its multi-channel recording and incident reconstruction solution transforms data into actionable intelligence, enabling operation optimization, enhanced operator performance and reduced costs.
Citizens are using a wider range of communication devices and emergency responders are being required to manage agency communications, share data, and report results based on open standards. Emergency dispatch facilities, 9-1-1 mobile command centers, and PSAP organizations using HigherGround’s Next Generation Capture911 solution can be assured they will be ready for tomorrow’s requirements today with free software updates and the ability to upgrade basic systems throughout the duration of their maintenance contracts.
Unmatched System Reliability
Backed with 24/7 Monitoring and Single Point of Contact
Quality Assurance for Emergency Communication Centers
QA Your Way
High functioning PSAP teams depend on their effective Quality Improvement Plans that prioritize regularly conducted QA and assessment of Emergency Communication Operators (ECOs). To assist ECCs in establishing and meeting their QIP goals, HigherGround Capture911 includes, at no additional cost, its Quality 911 module.
Quality 911 is comprehensive, easy to learn and customizable so you can align your QA to your agency’s protocols and standards. With its user-friendly interface and intuitive tools, Quality 911 lets you do QA your way as you customize grading forms and reports to meet your agency’s needs. You can also measure key performance indicators (KPIs) by individual, team or overall agency, and then generate insightful reports, charts and graphs.
Create and Customize Grading Forms
Use APCO/NENA standardized ready-to-use grading forms as is or use them as a starting point to create customized grading forms that follow your agency’s policies and protocols.
Observe and Grade
Examine different aspects of calls and other interactions.
Live call review
Review live calls and perform real-time QA. This is a great supplement for Daily Observation Reports (DORs). Trainers can monitor as trainees put their newly learned skills into action.
Instantly access any interaction and associated data for quick evaluation.
Use Screen Capture to augment the voice interaction while grading. Screen capture shows video of the ECO’s screen activity during the interaction, including applications used, time and duration of application use, internet use, and desktop views.
With quality metrics reporting, choose from a variety of reports, views, and grading criteria.
For question filtering, add categories such as Initial Interview, CAD skills, or Telephone Protocol/Skill. With the browser-based interface, share personalized coaching materials directly with individual ECOs once grading is completed.
Apply analytics and examine overall performance of ECOs and teams. In your reporting, drill down from overall agency scores to individual scores, to individual categories, and to individual questions.
Report generation options
See metrics in a dashboard by table or by enhanced charts for visual comparisons.
Virtual Recording Solution
Virtualization provides opportunities for the HigherGround virtual recording solution to offer cost and time saving benefits to public and private communication centers who have moved to IP recording. No matter whether the organization wants to virtualize their own environment or run on a hosted application.
Benefits that could be realized include:
- Accelerating delivery and installation
- Reducing upfront hardware cost
Eliminating post warranty maintenance of recorder hardware
- Improving uptime
- Centralizing management
- Reduced overhead: physical servers, ancillary support equipment
- High availability
Want to know more? Download HigherGround’s Whitepaper on virtualization.