Need a simple and secure way to capture data out in the field? SilentPartner turns your smartphone into an all-in-one tool for recording, organizing and transmitting data from the scene of a crime or the site of a job to your office database. To learn more about how SilentPartner can streamline the field data capture process for your organization, watch this video.

Transcript

Off to work? Grab your gear. All of it. Your job requires that you capture information, so you need all these tools. And once you’ve captured it, you have to upload, tag, file, verify, send to HQ, report, re-tag. Those tasks might even outnumber your equipment. You do all this work so that you can do your work. Because while this data is critical to your business, it isn’t actually your business. It’s only a tool to learn what happened, to see what’s going on, to see the complete picture. But when that data is sent through multiple devices and multiple processes, you end up with multiple versions of what happened, which isn’t good for anyone. But there’s a partner out there who can make sure that never happens, constantly at your side and able to get rid of this mess, your smartphone. Your phone plus SilentPartner, that is.

Simple, fast, and effective, the SilentPartner app instantly and securely uploads anything your phone can capture to your database, so no missing data. It uses your system’s verification process, so no altered data. It tags everything the same way your system does, so no inaccessible data.

SilentPartner means you’ve got one device, one process, and one complete picture. Plus with its dynamic and powerful features, you can find patterns and insights faster than before, like minutes instead of months. Even when your team is out doing with they do best, data is always available with SilentPartner. And that’s how you get the complete picture. Learn more at kovacorp.com.

Benefits of SilentPartner

SilentPartner is the most reliable and secure way to ensure that all data submitted presents an accurate account of a scene or other situation. It features the tools you need to get the job done, including:

•    Recording features with customization options such as case numbers
•    Utilize Speech Analytics software that helps identify trends
•    Digital fingerprinting of files, guaranteeing authenticity
•    Handles VOIP, PSTN, Radio, Trunk Radio, and mobile phones
•    1024 bit encryption secure file transfer from phone to headquarters
•    Beneficial for any individual who needs to gather data on-site/away from the office, including police officers, construction inspectors, and social workers
•    Available for both Android and iOs users

For more information on SilentPartner or to get your company set up with SilentPartner, call us at 1-800-204-5200.

Introducing SilentPartner V2!

Up until now, when cellular phones were used on scene by emergency responders – EMS, fire, police – critical information was lost because, unless the mobile phone was calling the station, those calls could not be recorded. It was almost impossible to reconstruct events in a complete way since crucial pieces of information were always lost. But in spite of this very real problem most responders, investigators, and supervisory staff continue to rely on their cell phones as a point of contact during emergencies and investigations.

KOVA Corp’s Solution to Lost Data

Enter KOVA’s most recent addition to its offerings: SilentPartner. This patented application provides emergency responders with the ability to record their cell phone calls, automatically capture pictures and video, and copy text messages while on scene and allow those with permissions to hear or view them at headquarters near real-time.   Finally, the circle of public safety communications recording is complete.  After a call is completed, a picture or video is taken, or a text message sent or received, copies are securely transferred to a centralized server at your HQ, providing a single playback interface for all of your audio, pictures, video and text messages

KOVA’s First Introduction of SilentPartner V2

KOVA will be attending APCO International’s 79th Annual Conference & Expo in Anaheim, California, on August 18-21, 2013.  The Association of Public-Safety Communications Officials (APCO) is the world’s largest organization of public safety communications professionals.

At the conference, we’ll be announcing our new system. The motto for this year’s APCO expo is “Connect, Innovate, Accelerate,” and that’s exactly what we are doing.  SilentPartner is the only public safety cellular phone recording system available that records the audio at the phone level, and can capture text messages, photos and videos. It allows responders and investigators to record all their calls, or just a select few, while on scene, and then transmits those recordings instantly to the same database as your conventional phone logger.

Features of SilentPartner V2

It’s not just the recording that’s transferred: important data, such as Caller ID, GPS Location, and Dialed Digits, are captured along with it. Users can even organize their calls on the go by linking each call with its case number, further simplifying its later retrieval.

Recording calls are not the only thing that SilentPartner can do. Investigators can also use their cell phones as portable recorders for conducting interviews. Each interview can be assigned to a case number, marked with the interviewee’s name, and securely transmitted to the database. Recorded interviews and calls can also be played back from the phone itself.

SilentPartner V2 can also be configured to copy and send any picture or video taken by the phone to HQ for centralized storage.  The app can then delete the picture from the phone if so desired.  This provides a new tool for getting visual information back to the command center that can be used for evidence or detail dissemination to additional responding units.

Advanced features of the SilentPartner system include Speech Analytics, which allows software to “listen” to the content of all of your calls. Trends within those calls are then automatically reported, which can help uncover commonalities between cases thought to be unrelated. This is especially useful for detective bureaus that exist across multiple precincts, because it allows investigators to easily find linked cases. Rough transcription of calls, keyword and phrase searches, and indexing of communications are also options available with SilentPartner.

The case management features of SilentPartner, along with the evidential audio, allow for cases to be closed much more quickly and easily, increasing the opportunity for forfeiture and seized items. Finally, a product that can have a return on investment in Public Safety!

4 Ways to Make Your Call Center a Happier Place

Like all businesses, call centers function best when its agents are happy. Call center agents are typically the first line of defense when a customer is unhappy with your organization and they must come to work prepared to resolve issue after issue — and be able to do it with purpose, intention, and enthusiasm. But after a while being immersed in a sea of conflict can take its toll on anyone, so it’s important that call center leadership go to great lengths to ensure that their team is happy and equipped to deliver the best customer service possible. Here are four opportunities to help make your call center a happier place:

Streamline work processes

When agents are impeded by clunky or inefficient systems and processes they are less likely to experience a sense of accomplishment at the end of their day. Feeling productive and accomplished is a key to motivated, happy employees. By implementing well-operating, integrated or unified workflow solutions, it becomes easy for agents to do their best work, instead of being bogged down by poor-functioning processes that negatively impact work output.
Conduct a focus group of randomly selected employees to identify issues with current systems. Is it too confusing to use? Is it a new system that employees are having trouble learning? Are certain features unavailable that would make their work easier and/or more accurate? Once this information is collected, benchmark new systems or solutions to see if they have the functionalities that your employees desire. You want your system to work with your employees, not against them.

Focus on team building

Fostering a sense of common goals and common reward is also effective in creating a happy workplace. Team building and group exercises can help create a fun, trusting environment that, in turn, motivates agents in their work. Team building exercises can be done on a daily or weekly basis, or at quarterly retreats over several days. Ultimately, the goal is to develop a sense of unity and deliver the message that each agents’ contribution is valuable and needed to reach the common goal. To avoid your employees having a negative view regarding team building activities, avoid those that feel forced or make your employees awkward or uncomfortable. Instead, Entrepreneur reports, try the following activities:

•    Volunteering
•    Team sports (bowling)
•    field trips (museums, sports game)
•    Off-site workshops
•    Casual lunch or dinner

These activities help encourage employees to bond with their coworkers and learn more about each other as individuals. Knowing an individual on a more personal level fosters a better work environment as you begin to learn more about their frame of reference.

Employee recognition and incentives

Showcasing an employee’s individual strengths and outstanding work is another effective way to boost morale. Personally thanking an employee for a specific job well done is a workforce-motivating tactic that resonates with the entire team. There are several ways to show employees that you recognize their hard work, including:

•    Providing updated technology (communicates that their work is important and critical to success)
•    Monthly catered lunch
•    Card with note and/or gift card.
•    Recognition in front of peers
•    Certificate with small bonus

One organization put this idea into practice by sharing daily profitability statements with their agents that showed their performance in dollars. The report broke down each employee’s contribution to the company’s daily gross income minus their daily pay and benefits. Employees were able to see for themselves how they impact the success or failure of a business.  They were also able to leverage this information to negotiate salary increases.

Comfortable workspaces

A comfortable, well-designed office environment also goes a long way in making employees happy. The basics are a necessity: Comfortable seating that is safe for the body and ergonomic as well as natural lighting (as much as possible). If the space lacks natural lighting, use lights that are not harsh on the eyes and add filters to diffuse the lights if necessary. If no desk lamp is available, the recommended lighting range falls between 300 and 500 lux.

Other considerations include the smells (even pleasant smells can be overpowering!), temperature, space, lounges, and entertainment (such as a TV during break). Each of these will factor into an employee’s overall happiness.

Kova Corporation offers a variety of workforce management solutions that can help boost morale in your contact center. From simplifying processes to integrating state-of-the-art training programs, we can help. Learn more by contacting Kova today.







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