Overview
Telephone / Radio Call Recording (Nice) provides recording and management of voice communications over telephones and radio systems, including Customer Service (CS) dispatch operations. This service supports operational oversight, quality assurance, compliance, and incident review by securely capturing and storing communication records.
Key Features
- Voice Communication Recording: Captures telephone and radio conversations for operational and compliance purposes.
- Secure Storage: Stores recordings in a protected system aligned with institutional data policies.
- Search & Playback: Enables authorized users to locate and review recordings efficiently.
- Incident Review Support: Assists with reviewing communications related to service events or dispatch activity.
- Audit & Reporting Tools: Provides access logs and usage tracking for accountability and oversight.
Benefits
- Improved Accountability: Maintains verifiable records of voice communications for review and quality assurance.
- Enhanced Operational Oversight: Supports supervision and evaluation of call handling and dispatch procedures.
- Compliance Support: Helps meet regulatory, legal, and institutional requirements for communication recording.
- Incident Documentation: Provides reliable records to assist with investigations and follow-up actions.
- Service Quality Improvement: Enables trend analysis and training opportunities based on recorded interactions.
Available to
Telephone / Radio Call Recording (Nice) services are available to authorized ITS teams and departments responsible for customer service, dispatch, and operational communication management.
Cost
This service may involve additional costs depending on system integration, storage requirements, and usage levels.*
*Questions regarding access, eligibility, or pricing, please contact the ITS Service Desk*