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News : Lockport Likely to Keep Police Dispatching, 911 Call Answering In-house

#contactcenterworld

Lockport, NY, USA, Aug, 2019 -- It appeared that Lockport Police Department dispatching and 911 call answering will not be shifted to the Niagara County Sheriff's Office after all.

Instead, Mayor Michelle M. Roman said a package of cost-saving concessions is being worked out with the police union.

If that is ratified by both sides, Roman said she believes the Council will vote as soon as Aug. 21 on spending to buy new equipment to upgrade the city's aging 911 call center, which Sheriff James R. Voutour warned in June could fail "at any moment."

Officer Kevin Lucinski, the union president, said the union offered savings to partially counteract the cost of new equipment, by restructuring longevity pay for veteran officers and education pay for officers who take advanced courses. The savings would be about $140,000 in the first five years.


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Last month, the County Legislature agreed to dispatch Lockport police calls on the Sheriff's Office's main radio channel at no cost to the city – but only if the union agreed.

The union will not agree, Lucinski said.

"Therefore, it's a dead issue," Voutour said in a text message to The Buffalo News.

Roman said Lucinski told the Council that there are about 270,000 radio transmissions a year on the county's main channel, which covers every police agency in the county outside the three cities. Lockport has about 97,000 transmissions a year, Roman said.

"It's the union's position that constitutes a safety hazard," Lucinski said. "It is not in the best interest of the city or the officers."

If there is too much radio chatter, a Lockport officer might not to be able to get on the air in an emergency, or a call might be dropped, Lucinski said.

North Tonawanda police calls are dispatched by the Sheriff's Office, but North Tonawanda pays for its own radio channel. Voutour previously said the county would charge Lockport $477,000 a year for its own channel, with most of the cost being the expense of hiring more dispatchers to staff it.

Roman said the county later reduced that tab to $320,000 a year, but the $272,000 one-time payment to Motorola Systems for new equipment is a better choice, in her view.

Lockport once had three 911 phone and computer terminals in Police Headquarters, but they are about 30 years old. Today, according to interim Police Chief Steven C. Preisch, only one works fully and another can only be used to answer calls, not to send the information to patrols.

The Lockport police contract guarantees that dispatching will be union work.

To give up that clause, Roman said she offered the union a guarantee of no layoffs through the life of its current contract, which expires in 2023.

But Lucinski said the union believes the contract's existing minimum staffing rules are in effect a no-layoff guarantee.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://buffalonews.com


Today's Tip of the Day - Voice Mail Cleanup

Read today's tip or listen to it on podcast.

Published: Tuesday, August 13, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
PH: +972-9-9605894

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 

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