NICE Introduces Cloud-ready Text-to-911 Recording Solution for AGENT511 TEXTBLUE Platform

March 13, 2018

Hoboken, N.J. –  NICE (Nasdaq: NICE) announced today that it is offering the first cloud-ready Text-to-911 recording solution for AGENT511’s TEXTBLUE multimedia messaging platform. The NICE Inform solution allows agencies using the AGENT511 TEXTBLUE platform to tap into state-of-the-art technology for recording 9-1-1 texts and other multimedia communications – an increasing necessity as they move towards shared Next Generation 9-1-1 ESInet environments.

NICE Inform is the industry’s leading NENA i3-compliant multimedia recording solution. It captures, manages, and synchronizes multimedia communications between citizens, PSAPs and first responders, to provide a complete, true record of incidents. AGENT511’s TEXTBLUE is an interactive text and multimedia messaging platform for state, regional, and local public safety communication centers that delivers real-time SMS chats compatible with emerging NG9-1-1 standards.

The integration of the two technologies enables PSAPs to harness NICE Inform for the recording of SMS Texts from the TEXTBLUE system and subsequently put them into context with other multimedia communications, such as recorded 9-1-1 calls, radio transmissions, operator screens, CAD data and events and more, for a complete, accurate record of incidents. The recordings and associated data are vital for quality assurance, investigations and incident debriefings. In addition to capturing the 9-1-1 SMS text conversations, NICE Inform also captures metadata from the text stream, including the caller ID, location, and dates and times for a complete legal record of who texted 9-1-1, from where and when, and what was said. NICE Inform can be deployed hosted in the cloud, on-premise or as a hybrid solution.

“As agencies move toward shared ESInet environments and full NG9-1-1, the ability to record multimedia communications in the cloud will become absolutely essential,” said Chris Wooten, Executive Vice President, NICE. “With the integration of our NICE Inform solution and AGENT511’s TEXTBLUE multimedia messaging, we are able to offer this capability to PSAPs today.”

“We’re pleased to partner with NICE on this integration of our industry-leading NG9-1-1 technologies to expand our reach within the public safety marketplace,” said Jay Malin, Founder & Managing Director, AGENT511. “NICE has led the way with innovations in Text-to-911 recording and its NICE Inform multimedia incident intelligence solution is widely recognized as marketing-leading.”

read more

Visit AGENT511 at California NENA

February 22, 2018

Visit AGENT511 at CAL NENA, Exhibit #23, February 27-28, 2018, in Sunny La Jolla, California.  The company will be showing its TEXTBLUE product featuring text back, automated language translation, and customized workflows and triage.  TEXTBLUE is deployed by the largest agencies in North America.  Contact us to arrange a demonstration.

read more

AGENT511 to show virtual assistants at CS Week 2018

February 12, 2018

AGENT511 is a Silver Sponsor for the Utility Analytics Summit at CS Week, April 30 – May 4, 2018, being held in Tampa.  Visit with AGENT511, Exhibit #226, to learn more about Customer Preference Hub, Virtual Assistants, and Omnichannel Communications.

Jay Malin of AGENT511 is also co-presenting with PECO, “Breaking Down Communication Silos To Improve the Customer Experience.”

Check out http://www.csweek.org/ for more information.

read more

New SMS 10-digit options

February 1, 2018

SMS short code monthly lease too costly? Looking for an affordable solution that leverages your existing 10-digit phone number and supports two-way chat and self-service messaging? USA and Canadian long codes are inexpensive and require shorter provisioning times. 10-digit codes support both text and multimedia messaging across all wireless carriers and phones. Toll-free codes may be leveraged for higher volume proactive communications.  Contact us to learn more.

read more

AGENT511 presents on 9-1-1 automation at National NENA

January 15, 2018

Join Jay Malin, ENP, from AGENT511 at National NENA, June 20th, 2018 at 11:15 am, to learn about how automation and intelligence can be applied to text and social communications for major events.  Visit with AGENT511 team members in Nashville to learn more about TEXTBLUE for emergency communications centers.

“Artificial intelligence (AI) and automation will help PSAP’s address major events and media such as text and social communications. Automation is widely deployed and is ready to deliver simple triage such as grouping messages by location and phrases and providing automated instructions and contact information. This presentation describes AI and how automation will be leveraged to meet the PSAP challenge of more events and communications.”

read more

AGENT511 to present at EMACS – The Customer Experience Conference

October 10, 2017

AGENT511 is participating in Chartwell’s EMACS – The Customer Experience Conference, October 10-13, 2017 in Phoenix. 

The 2017 EMACS Conference is where utility professionals to network, exchange best practices and share new ideas with one another. This year’s presenters will represent a combination of real-life experience, technical expertise and forward-thinking strategies related to improving the customer experience.

Stop by the AGENT511 booth and discuss how our real-time communications and automated chat enhance your customer’s experience and relieve the burden on call centers.

Our experienced team is also available to talk about the challenges of integrating real-time communications into legacy systems and relevant regulatory compliance issues.

read more