VPI Gives Meade County 911 the Ultimate in Flexibility and Reliability

Customer: Meade County 911

Industry: Public Safety (Gov. Agency)

State: KY

 

Meade County 9-1-1 realizes faster record retrieval with VPI system. Like all 911 dispatch centers, Meade County 911 is required to record all their call center communications for liability purposes, quality assurance and development. Meade County was looking for a system that would capture and record telephone and radio communications as well as increase the efficiency, quality and content of the service their call center provided during critical communications. Meade County 911 dispatch advisor, Capt. Tim Livers, was impressed with the flexibility, reliability and ease of use of the VPI recording system.

Business Profile

Meade County 911 is the emergency response center for the vast agricultural communities of Brandenburg and Muldragh in the state Kentucky. With a population of approximately 30,000, it is the responsibility of the Meade County 911 dispatch center to keep its citizens safe. Like all other 911 dispatch centers, Meade County 911 is required to record all their call center communications for liability purposes, quality assurance and development.

Challenge

In 2002 Meade County saw the opportunity to modernize the equipment their call center used to provide the highest quality assurance and service to their customers, hospitals and police officers. Their main objective was to find a system that would capture and record telephone and radio communications as well as increase the efficiency, quality and content of the service their call center provided during critical communications. Meade County was looking for the ideal call recording system to handle their annual call volume of 16,269 hr/yr.

Solution

Solution Prior to installation of VPI recording system, Meade County 911 was using a voice recorder that no longer supported their current needs. While considering new options, the Meade County purchaser looked into a number of systems, most of which came with expensive proprietary hardware.

After testing the system over a free 30-day evaluation, Meade County 911 dispatch advisor, Capt. Tim Livers, was very impressed with the flexibility, reliability and ease of use of the VPI recording system and felt he was being offered “a great product that did exactly what was advertised.” Unlike the other systems that Meade County looked at, VPI offers a variety of pre-defined reports or allows you to simply create a custom report on the fly.

“We were able to evaluate the efficiency of our contact center by reviewing the statistical call information gathered by the system. We found that due to the high number of calls, we needed to increase the number of agents.”

Capt. Tim Livers said “not only is the system easy to use but more importantly, it is fast. In our business it is critical that we are able to respond to an emergency and pull up information on a moments notice. Just like using the Internet search, all you need to do is simply type in the date, time, caller ID, case number, channel number, or any other combination of criteria, and the call record is retrieved. This application was one that really impressed us and set VPI apart from its competition.”

.