Case Study: Brazos Valley Council of Governments achieves unified text-to-9-1-1 and multimedia incident recording with NICE Systems

Next Gen 9-1-1 Trailblazer BVCOG Embraces Text-to-9-1-1 Recording and Multimedia Incident Management with NICE Inform

Brazos Valley Council of Governments (BVCOG) oversees regional 9-1-1 services across seven PSAPs in a 5,109 sq. mile area serving over 315,000 residents and handling nearly 150,000 calls annually. BVCOG needed a way to support text-to-9-1-1—especially for rural areas with limited voice coverage and for callers who are deaf, hard-of-hearing, or unable to speak—while securely recording and consolidating voice, text, and future multimedia for investigations and prosecution.

BVCOG deployed Airbus VESTA® SMS integrated with its existing VESTA voice system and NICE recording/Inform solutions, becoming the first U.S. agency to complete an integrated text-to-9-1-1 call. NICE captures synchronized voice, text and metadata (including timestamps and location), enables unified multimedia incident reconstruction and exportable legal records, and has improved response options for silent callers, evidence capture for investigations, and readiness for future video and multimedia communications.

Brazos Valley Council of Governments

Anita Pitt

9-1-1 Program Manager