Public safety answering points (PSAPs) often receive requests from law enforcement officials to retrieve 9-1-1 call recordings to collect evidence, review call content, and note the date and time of calls. What if PSAPs could do more than simply hand over the recorded conversations? What if investigators could leverage calls in the 9-1-1 center to piece together a flow of events, surface evidence, and identify related, yet previously undetected, calls that could add depth to an investigation?
Speech analytics software can provide this level of insight. Used for the last decade in commercial settings, speech analytics has only recently entered the public safety arena to help PSAPs accomplish the goals mentioned above — as well as to detect trends in call volumes that can serve as early warnings of future incidents.