Case Study: Monterey County Emergency Communications Department achieves 75% faster incident research and streamlined multimedia records handling with NICE Systems

Monterey County - Customer Case Study

Monterey County Emergency Communications Department (ECD) is the consolidated 9‑1‑1 center serving 31 agencies and roughly 500,000 residents. Faced with an aging tape-based recording system, rapidly growing evidence and records requests (up to 200 per month) driven in part by new domestic violence laws, the ECD needed a faster, more reliable way to reconstruct incidents and respond to agencies, prosecutors and the public.

ECD implemented NiceLog recording, NICE Inform multimedia incident management and NiceUniverse QA to replace tapes with searchable, synchronized multimedia incident folders. The new platform enabled authentic incident reconstructions, streamlined requests and QA, and cut research time from about eight hours to two–three (≈75% savings), reducing staff hours while improving service and creating a foundation to add photos, video and other data sources.

County of Monterey

Lynn Diebold

Director, Monterey County ECD