How One of the Largest Public Safety Agencies in the U.S. Centralized Its Call Recording Environment
Written by Lada Kozachok, Marketing Specialist
One of the largest and most complex statewide public safety agencies in the United States faced a major challenge: managing communications across four major locations and six call centers, spanning over 734 active channels—including analog, digital, IP-based, radio, and 911 call traffic.
Handling this volume of communication required more than just infrastructure—it demanded a secure, centralized, and scalable recording solution that could ensure quick access to critical data, support compliance requirements, and withstand the pressures of real-time emergency response.
This agency recognized that their existing environment was falling short and partnered with Wilmac Technologies to transform the way they manage and protect mission-critical recordings.
The Opportunity
Before partnering with Wilmac Technologies, the agency’s call recording infrastructure was fragmented, outdated, and increasingly vulnerable to operational and security risks. Disconnected systems and manual processes were slowing down critical workflows and creating barriers to timely incident response.
The opportunity was to completely redesign and modernize the recording environment—consolidating systems, enhancing security, and introducing a more efficient way to manage, retrieve, and protect critical communication data. With the right solution and support, the agency could reduce inefficiencies, strengthen compliance with public safety standards, and ensure teams had the tools needed to respond quickly and effectively.
Time of Initial Engagement
Wilmac Technologies was brought in after the agency transitioned away from a previous vendor. At that time, the agency was operating four separate NICE Inform systems that didn’t communicate, creating challenges across the statewide network.
Challenges
The agency faced several critical issues. Their NICE Inform setup consisted of four disjointed systems that operated independently, making it difficult for staff to locate and reconstruct incidents. Teams had to manually identify which system housed the relevant recording, leading to delays and inefficiencies.
Their infrastructure spanned 734 channels across 15 servers, many of which were redundant. This complexity impacted daily workflows—especially for the Discovery Bureau, which processed around 2,500 requests per month—and for the QA team, which struggled to meet the CALEA requirement of reviewing 10% of all calls. Of 6 million annual calls, only 6,000 were being reviewed due to outdated workflows and limited capacity.
Security was also a major concern. A ransomware attack on one of their unpatched servers led to the loss of critical recordings. This incident highlighted the urgency of implementing a stronger cybersecurity approach and more consistent system maintenance.
System Specification
At the time of engagement, the agency’s environment included:
- Four disconnected NICE Inform systems
- 15 servers statewide
- 734 total channels (analog, digital, IP, radio, 911)
- Redundant infrastructure and limited integration
- Manual workflows for discovery and QA
- Security vulnerabilities due to unpatched systems
The Solution
Wilmac Technologies deployed a centralized NICE Inform Professional platform to replace the agency’s disjointed systems. The new architecture consolidated all recordings into a single environment, simplifying access and reducing manual effort across the board.
To further strengthen the system, Wilmac redesigned the network to support geo-redundancy between critical locations. This ensured that if recordings at one site were compromised, secondary recordings would be safely stored at the other.
Security and stability were addressed through Wilmac’s ongoing service model. A dedicated technician was assigned, visiting monthly to patch all 15 servers and maintain system compliance with the latest security protocols.
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Products/Services Provided by Wilmac
Deployment of NICE Inform Professional
Consolidation of four systems into one centralized platform
Redesign of network flows for geo-redundant storage
Monthly on-site patching and system health checks
This hands-on support model provided both immediate impact and long-term confidence in system performance and security.
How They Solved the Challenges
By consolidating the agency’s fragmented NICE Inform systems into one, Wilmac eliminated the silos that previously hindered access to critical recordings. Teams could now locate and retrieve incident data efficiently from a single platform.
The redesigned infrastructure not only simplified daily operations but also strengthened disaster recovery posture. With geo-redundancy in place, the agency could rely on resilient, dual-site recording storage to avoid data loss.
Manual burdens were eased, and with dedicated support, system maintenance became proactive rather than reactive—ensuring that past security incidents wouldn’t repeat themselves.
NICE Inform Applications
Wilmac enabled the agency to fully utilize key NICE Inform capabilities:
NICE Inform Verify
Instant playback for call handler to verify information and clarify incident details.
NICE Inform Monitor
Live monitoring of active phone calls for supervisors to ensure no information is missed and calls are being handled correctly.
NICE Inform Reconstruction
Enabled rapid, accurate reconstruction of incidents using unified recordings.
These applications enhanced the agency’s ability to handle evidence requests, quality assurance, and incident investigations.
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The Outcome
The modernization brought immediate and lasting improvements. With a centralized platform in place, operational clarity improved, workflows became more efficient, and teams could access data without toggling between systems.
Security risks were mitigated through consistent patching and oversight, while the groundwork was laid for future automation and compliance enhancements.
Achievements & Key Benefits
1. 4 Systems Eliminated
Reduced complexity by consolidating 734 channels into a single platform.
2. Efficiency Boost
Faster call retrieval and streamlined QA—no more jumping between tools.
3. Stronger Security
Monthly patching + proactive oversight = reduced breach risk.
4. Geo-Redundant Storage
Reliable access even during local outages. Confidence in continuity.
5. Foundation for the Future
Modern architecture supports automation, scalability, and future growth.
Continued Partnership
Looking ahead, the agency is evaluating a NICE Inform Elite to further automate discovery and QA. Integrating with CAD systems could significantly reduce manual work for their 26-person Discovery Bureau, while enabling the QA team to scale reviews from thousands of calls to hundreds of thousands.
Wilmac remains a trusted advisor, providing the technical foundation and strategic support to help the agency continue evolving its public safety operations with confidence.
