Case Study: Hampshire Constabulary achieves integrated multi-channel call recording and faster retrieval with NICE Systems

Hampshire Constabulary - Customer Case Study

Hampshire Constabulary, the police force serving Hampshire and the Isle of Wight, handles very high call volumes—about 700,000 emergency calls a year, 50,000 non‑emergency calls a month and 1.5 million switchboard calls annually—and launched a Crime Reporting Bureau enabling officers to report incidents via TETRA (Airwave) in the field. The force needed a unified, IP‑based solution able to handle and route multiple call types, provide flexible deployment across sites, and enable fast, reliable search and retrieval of recorded calls for evidence and investigations.

Hampshire implemented NICE’s Audio Recording Solution to capture traditional, mobile, TETRA (Airwave) and VoIP calls and integrate with their ACD and other systems. The solution allows searches by dispatcher position, handler ID, location, caller number or incident, streamlines report creation and retrieval, and has improved call handling and citizen service. Looking ahead, interaction analytics (keyword and emotion detection) will provide further insight to standardize and raise service quality across the force.

Hampshire Constabulary

Roger Carter

Call Management Support Unit