Case Study: Bell County 9-1-1 Communication Center achieves faster call retrieval and improved quality assurance with VPI EMPOWER 911

Unify Recording, CAD Data Capture and Quality Assurance for Superior Quality and Efficiency

Bell County 9-1-1 Communication Center, which serves more than 60 public safety agencies in Bell County, Texas, faced inefficient recording and retrieval after moving to a VoIP telephony system. Staff had to search multiple systems and manually match CAD data to recordings, which slowed quality evaluations, hampered supervisor oversight of Priority One incidents, and impacted employee motivation and retention. To solve this, the Center selected VPI’s EMPOWER 911 recording and quality assurance suite.

VPI implemented a unified, browser‑based recording and QA platform that captures calls, automatically tags CAD incident data to recordings, applies business‑rule automation for call selection and QA assignment, and provides redaction, pack‑and‑go export and personalized dashboards. The VPI solution gave managers one‑click access to recordings and incident data, automated the Center’s QA process (including automated selection of three calls per call taker per week), reduced time spent on searches and administration, improved accountability and morale, and helped boost employee retention and service quality.

Bell County 9-1-1 Communication Center

Angela Fine

CAD Administrator