Case Study: Phoenix Police Department achieves redundant 9-1-1 recording and better incident reconstruction with NICE Systems

Comprehensive Incident Management with Redundant Recording of 9-1-1 Communications

The City of Phoenix Police Department Communications Bureau, one of the largest in the U.S., operates two 24/7 call centers with more than 270 staff handling over 2.3 million calls a year across 102 9-1-1 positions and 52 radio dispatch workstations. Faced with massive call volumes and the need for reliable, easy-to-use voice logging to support investigations, compliance, quality assurance and liability management, the department required a modern IP recording solution with robust redundancy and simple access to archived recordings.

NICE deployed an IP-based, geographically redundant recording solution and NICE Inform to centrally search, replay and reconstruct synchronized call and radio data while suppressing duplicate entries for users. The system provides continuous parallel recording across two sites, automated retention management and intuitive tools for supervisors and records staff, resulting in improved incident reconstruction, stronger investigation support, reduced liability risk, better emergency response, and higher staff accountability and job satisfaction.

Phoenix Police Department

Court Hood

Administrative Supervisor