Airbus DS Communications, NICE announce technology integration, expanded strategic partnership
Having the integrated functionality of the VESTA and Inform solutions can help PSAPs maximize performance levels, Chaflawee said.
“What we certified was the audio recording, the text and screen recording,” he said. “We are able to put on the Airbus call-taking setup our screen-scraping capability and capture the activity of the operator when they are processing the call through VESTA. That’s very important after the fact, if we want to do audio assurance, check on compliance or just basically see how the call-taker performed.
“We can search for all of those media—the audio, the text and the screen—combine all of those and have a full picture of how the operator handles the incident. This is a unique solution that Airbus and NICE has.”
Williams agreed, noting that the integrated VESTA-Inform solution will provide PSAPs with a “complete picture.” Although the partnership with NICE is not an exclusive arrangement, it does mark the first time that Airbus DS Communications has completed this level of integration testing, he said.
“We have partnerships with third-party suppliers of all kinds,” Williams said. “This specific integration and this capability right now only exists with NICE. That will evolve with other vendors, but this exists and has only been completed with NICE.”
Under the agreement, Airbus DS Communications will be reselling the NICE Inform solution through its channel partners and to existing customers, Williams said.