Case Study: Phoenix Police Department achieves redundant, reliable 9-1-1 recording and improved incident reconstruction with NICE Public Safety & Justice

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

The Phoenix Police Department, one of the largest U.S. law enforcement agencies, operates two 24/7 communications centers that handled more than 2.3 million incoming calls in 2015 across 102 9-1-1 positions and 52 radio workstations. Facing massive call volumes and the need for reliable, easy-to-use recording, retention and retrieval for liability, investigations and quality assurance, The Phoenix Police Department turned to NICE Public Safety & Justice for a modern IP recording and digital evidence management solution.

NICE Public Safety & Justice implemented IP-based NICE Recording for Intrado Positron consoles and Motorola Astro radio systems with geographic redundancy across two sites, plus the NICE Inform suite (Reconstruction, Verify, Monitor, Organizer) for centralized, secure search and synchronized playback. The deployment eliminated single points of failure, ensured every call and radio transmission is captured and accessible, sped incident reconstruction and investigations, and improved supervisor coaching and operational confidence—benefiting 32 supervisors and a five-member records unit and delivering measurable protection from liability, better emergency response and higher staff satisfaction.

The Phoenix Police Department

Court Hood

Administrative Supervisor