How contact center analytics serve law enforcement

Analytics are a vital component of law enforcement.

It almost goes without saying that modern law enforcement agencies wouldn't be able to do their jobs without some sort of unified communications solution. Within police departments, for instance, various job functions are enhanced by the ability to quickly and easily share information in the office or on the go.

But what many people may overlook is that before an emergency 9-1-1 call can be handled by local law enforcement, it first passes through a dedicated call center. Earlier this year, TIME posted an article about the dangers of under-funded or under-staffed 9-1-1 call centers. The piece was written after satirical news talk show host John Oliver aired a segment about the issue. Even when veiled with the comedic tone, the problem is a serious one. Not only does it present dangers for residents, but it also hinders law enforcement agencies' ability to respond quickly and effectively.  

Contact center analytics can help

There's no easy way around the problems brought up in TIME's article. However, a good place to start is with strong contact center UC, and more specifically, a solution that offers analytics capabilities. Contact center analytics are already used n the private sector as a means for improving the level of service offered to consumers across multiple channels – and with success, according to TechTarget contributor Christine Parizo.

Analytics in 9-1-1 can help ensure that officers respond to the call of duty.Analytics in 9-1-1 can help ensure that officers respond to the call of duty.

"Law enforcement can't do a job they don't know about."

Part of the reason for this is that in addition to staple contact center UC offerings – interactive voice response, call recording and integration with other data sources – a strong UC solution will also provide an analytics interface that interprets call-volume data, location and other vital metrics. All of this data is organized in multi-dimensional visualizations, making it easy to extract actionable insight such as an unusually high call volume in certain geographical areas. Predictive analytics can also be applied, so as to allow 9-1-1 call center managers to foresee traffic spikes based on the time of day, the season and other factors. 

The simple fact is that law enforcement can't do a job they don't know about. With contact center analytics, hopefully, they'll never miss a beat.