Case Study: METCAD 9-1-1 achieves state-mandated 9-1-1 recording compliance and faster incident reconstruction with Verint Systems

METCAD 9-1-1 - Customer Case Study

METCAD 9-1-1 is the primary PSAP for Champaign County, Illinois, serving a population of over 200,000 and handling high call volumes from the University of Illinois. The center—staffed by 30 call takers/dispatchers plus supervisors and technical staff—faced a failing logging recorder that threatened compliance with Illinois’ mandate to record 9-1-1, emergency and non-emergency lines, and radio traffic, while also needing to prepare for Next‑Generation 9‑1‑1 requirements without disrupting 24/7 operations.

METCAD implemented Verint’s Media Recorder/Audiolog solution with Interaction Quality, deploying multimedia audio and screen recording, secure storage, and desktop retrieval in about a month. The system restored compliance, improved incident reconstruction and investigations, enhanced training and performance monitoring, and provided reliable, searchable audio‑and‑screen recordings that save time and support operational improvements.

METCAD 9-1-1

Greg Abbott

Deputy Director