NG911-Ready
Wilmac ensures your NiCE Inform deployment is fully NG911 ready, enabling seamless integration of digital data such as voice, text, photos, and videos into the 911 network for faster, more informed emergency response.
Public Safety Recording
NiCE Inform
Incident capture, transcription, and quality assurance for modern PSAPs — deployed and supported by Wilmac's 30+ years as a trusted NiCE partner.
The Problem
What's Slowing Down Your Emergency Communications Center?
Running a high-performing PSAP should be straightforward, efficient, and sustainable. But too often, agencies are held back by staffing shortages, manual workflows, outdated systems, and growing compliance demands.
Employee Retention
High turnover in 911 systems is a critical issue, often tied to burnout, stress, and inefficient processes. Inconsistent schedules and lack of structured feedback contribute to employee dissatisfaction and high attrition rates.
The Burden of Discovery & Compliance
PSAPs spend significant time manually reviewing hundreds of calls — an expensive, resource-intensive process. Some agencies dedicate entire teams to Discovery, draining personnel and budgets. Inconsistent call retrieval and compliance requirements add complexity to the process, increasing the risk of non-compliance.
Gaps in Quality Assurance
Mid-to-large-sized PSAPs struggle with time-consuming and inconsistent QA processes, leading to gaps in call performance evaluation, training, and accountability. Limited resources and manual reviews make it difficult to maintain compliance and uphold high call-handling standards. This inefficiency impacts overall call quality and increases the risk of operational errors.
Reliable, Easy-to-Use Compliance Recording
Small-to-midsize PSAPs face challenges with maintaining compliance due to outdated, complex, and unreliable recording systems. Inconsistent capture, storage, and retrieval of critical communications increase the risk of non-compliance and operational errors. Limited IT resources and complicated interfaces make it difficult for agencies to efficiently manage recorded data, impacting incident reconstruction and liability protection.
The Solution
Your Secure PSAP Incident Recording Solution NiCE Inform
NiCE Inform is a secure, reliable, and scalable multimedia recording solution purpose-built for public safety and critical communications. Designed to capture, consolidate, and manage every interaction across radio, 911, text, and more, NiCE Inform helps agencies improve incident response, meet compliance requirements, and drive operational efficiency.
As a NiCE partner for over 30 years, Wilmac handles the implementation, integration, and ongoing support — so your team gets the full value of NiCE Inform without the operational burden of running it alone.
Why Wilmac + NiCE
NiCE Inform & Wilmac Tech: Powering PSAP Performance
Enhanced Incident Response
With Wilmac's hands-on configuration and optimization, NiCE Inform delivers real-time visibility into incidents, helping your team make faster, more effective decisions when it matters most.
Complete Incident Records
Wilmac helps you capture and securely manage all multimedia interactions through NiCE Inform, giving your agency a complete, reliable record for internal reviews, quality assurance, and legal compliance.
Collaboration Across Teams
By partnering with Wilmac, your Inform solution is integrated to support cross-agency cooperation, making it easy to share critical data through a unified and secure platform.
Advanced Analytics
Wilmac's ongoing support ensures your team can fully leverage NiCE Inform's analytics capabilities to uncover insights, identify trends, and drive operational improvements.
Compliance & Legal Support
Backed by Wilmac's public safety and compliance expertise, NiCE Inform becomes a powerful tool for meeting regulatory requirements and producing defensible records for legal proceedings.
Features Overview
A complete platform for understanding, capturing, and acting on every incident.
Incident Recording & Reconstruction
Public safety professionals need access to reliable, real-time information from multiple sources to reconstruct incidents and respond swiftly. NiCE Inform empowers your PSAP to streamline the NG9-1-1 ecosystem by capturing and storing mission-critical communications across a variety of formats:
- 911 / NG911 calls (legacy CAMA / NG911 SIP Trunking)
- Radio transmissions (P25 IP Logging, Conventional Analog, & Console-based)
- VoIP calls (Voice over IP)
- Text messages
- Videos
- Computer-aided dispatch (CAD)
- Locations from geographic information systems (GIS)
- Captured desktop screens
With this centralized repository, your team can reconstruct entire incidents quickly and securely, exporting the data as encrypted, password-protected files for collaboration with law enforcement, attorneys, and other agencies.
Sharing critical information no longer requires physically burning and transporting CDs or DVDs — everything is available in a secure, accessible digital format, reducing risk and speeding up the investigative process.
Benefits of Incident Recording & Reconstruction
- Faster and easier access into all your incident information and records
- Enhanced information organization
- Combine multimedia and CAD data for a comprehensive incident timeline
- Full control over and more efficient distribution of incident folders
- Annotate and organize information without impacting recording integrity
- Faster and more accurate analysis of cross-jurisdictional incidents
Quality Assurance
Quality Assurance gives your PSAP the visibility it needs to drive better performance, reduce risk, and improve emergency response. Manual and random evaluations are inefficient and often miss key issues, especially in high-risk or complex incidents. Without accurate insight into your telecommunicators' performance, areas for improvement can go unnoticed, increasing the chance for errors during emergencies.
By instantly identifying performance gaps, compliance violations, and areas where telecommunicators may be struggling, you can target coaching and training efforts more effectively. With quicker evaluations and deeper insights, you'll be able to enhance team performance, boost telecommunicator satisfaction, and ultimately improve the safety and well-being of the communities you serve.
Benefits of Quality Assurance
- Cut evaluation time in half while increasing objectivity and consistency
- Produce better training and coaching opportunities
- Improve employee retention and reduce turnover
- Identify best practices and areas of improvement in processes, teams, and individuals
- Improve performance issues, knowledge gaps, and compliance violations
- Better understand complex incidents with a holistic view
Next Generation 911 (NG911)
Because most 911 systems were originally built using analog technologies, PSAPs from all over North America need to be upgraded to a digital or IP-based system to keep up with the evolving demands of the public. The communication technologies that citizens use have also evolved, including greater adoption of cell phones, text and picture messaging, video chat, social media, and Voice of the Internet Protocol (VoIP) devices. People expect to be able to communicate with emergency services over these new channels, so it's time to shift away from the traditional analog-based model.
The future success of 911 in serving the public's needs will only be possible when PSAPs have transitioned to an Internet-Protocol (IP)-based system. Next Generation 911 requires your organization to update current systems to be compliant. When you've upgraded your system, you'll seamlessly integrate with other data sources and be accessible to the public on alternative channels.
This will enhance emergency number services by creating a faster, more resilient system that allows digital information like voice, photos, videos, and text messages to flow seamlessly from the public, through the 911 network, and eventually, directly to first responders.
Benefits of Next Generation 911 (NG911)
- Create a faster, more resilient system with enhanced emergency number services
- Allow all parties to connect with a 911 operator without having to talk on the phone
- Seamlessly integrate all modes of communication to create a wholesome timeline
- Improve the focus and value of Quality Assurance programs
- Minimize time spent on incident reconstruction and improve evidence value
- Improve ability to manage call overload, natural disasters, and transferring
Wilmac Tech is a knowledgeable, reliable partner. Their 30+ years of expertise with NiCE Inform helps customers stay compliant, modernize with confidence, and get real value from their data.
Partner Executive at NiCE
See how NiCE Inform and Wilmac improve emergency communications. Read the full breakdown →
Who We Serve
Where does Wilmac specialize?
Wilmac partners with public safety organizations and government agencies serving populations of 1 million plus, helping them capture, manage, and protect mission-critical communications.
Public Safety
For PSAPs, Fire, EMS, and Police, accurate, accessible communication data can mean the difference between resolution and risk. NiCE Inform centralizes voice, radio, text, and multimedia into one platform, ensuring nothing gets lost in the noise. Wilmac ensures your Inform system is deployed correctly, integrated seamlessly with CAD and radio systems, and supported long term so your team can respond faster, investigate confidently, and stay NG911 ready.
Government
Government agencies face increasing demands for transparency, accountability, and incident response. But scattered systems and complex data requirements often slow things down. NiCE Inform enables secure, end-to-end capture of all incident data across departments. Wilmac supports agencies with compliant configurations, hands-on implementation, and ongoing guidance to ensure your Inform system meets regulatory requirements and serves your evolving mission.
Higher Education
Campus safety teams must coordinate across departments and act fast when incidents arise. Disconnected systems make it hard to see the full picture. NiCE Inform brings voice, radio, text, and multimedia together on one platform, giving campus security complete, accessible records of every event. Wilmac aligns Inform with your campus protocols, integrates it with existing systems, and supports you long term so your team can respond quickly, investigate thoroughly, and keep your community safe.
Ready to Talk?
Modernize your public safety communications with NiCE Inform.
Talk to our team about how NiCE Inform + Wilmac can transform your PSAP — from incident recording to quality assurance to NG911 readiness.