How Police Body Cameras Are Helping To Solve Crimes And Prevent Accidental Injuries

Body cameras have been a growing trend in law enforcement over the past several years. In many cases, these cameras are billed as ways to keep officers accountable by providing a video record of civilian encounters. But these body cameras aren’t just about accountability. Like so many other types of public safety technology, they’re also playing […]

The Hottest Trends in Business Intelligence for Contact Centers

With the rise of big data has come an increased interest in business intelligence, or BI, software. Essentially, what BI software does is analyze an organization’s data to help zero in on where the company’s strengths and weaknesses are, as well as allow business leaders to make better-informed business decisions. Although BI software hasn’t historically been […]

4 Crucial Tips for Integrating Chatbots Into Your Contact Center

As familiar as a conversation with a real live contact center agent might be, the simple fact of the matter is that people’s increasingly hectic and unpredictable schedules make it difficult for a contact center to always have someone manning the lines, or the PC, when a customer reaches out for help. That’s where the chatbot comes in. A […]

4 Ways Public Safety Agencies Are Using Big Data

Big data is one of the most exciting and potentially useful technological advancements in the modern era of public safety. And it’s intriguing for a couple of reasons. First off, the idea of big data is a simple one, even though it’s actually revolutionary: Big data simply means that an entity receives extremely large data sets that […]

5 Key Traits of a Great Contact Center Agent

Even with an industry that’s utilizing new technological innovations like chatbots and automated phone systems, great customer service - of the human-to-human variety, that is - is still vital for the success of a contact center. But what does good customer service mean for a call center employee? What traits does one have to have to […]

The U.S. is Moving Closer to Making Smart Cities a Widespread Reality

The idea behind the smart city is as revolutionary as it is easy to grasp. In simple terms, a “smart city” is a development idea in which information systems from public safety, libraries, schools, transportation, hospitals, energy suppliers, waste management, law enforcement and beyond are integrated, allowing the officials of a city not only to make […]

Contact Centers and Cloud Technology

Cloud-based technology is one of the most exciting, and in some ways the least understood, innovations in the contact center industry today. It’s understandable why this is. On the one hand, cloud technology allows for an easier storage and portability of massive amounts of data and software, which makes establishing a fully functional contact center with customer […]

Why 911 Dispatching is So Different Today

There was a time when public safety dispatchers would work simple phone lines, typically with one computer to help them sort through the available information to make sure that a 911 caller got the help they needed. It’s incredible to think how different the job was just 10 or 20 years ago, given the technology […]

States Deciding Whether to Opt Out of FirstNet, Dedicated Public Safety Broadband Network

As a public safety official, you’ve probably already heard of the First Responder Network Authority (typically referred to as FirstNet). It’s a high-speed broadband network specifically for first responders and public safety workers that was established by the federal government in 2012. What you might not know is that its implementation in every state is […]

Where is Public Safety Software Headed?

New technological advancements take hold so quickly these days, that we soon forget what we ever did without them. And that holds true whether it’s a technological innovation in cars, computers or in PSAPs. There have been so many changes in the way PSAP technology works over the past few decades that it’s difficult to […]