Turn every emergency call into a learning opportunity
Move from reviewing 2% of calls to 100% automated quality assurance with Harmony AI.
The Problem
The 98% blind spot
Most agencies only review 1-3% of calls due to manual processes, leaving the vast majority of critical emergency interactions unexamined. This creates compliance gaps, missed coaching opportunities, and wastes supervisor time on administrative tasks instead of training.
INSTANT CONTEXT
100% call evaluation, powered by Harmony AI
QA with Harmony AI replaces manual sampling with 100% automated evaluation. Fully integrated into RapidSOS Unite, it automatically scores every call against your agency’s specific protocols and standards.
How it works
Bridging the gap between your unique protocols and real-time AI analysis.
Automatic ingestion
Seamlessly captures 100% of call transcripts and recordings through your existing RapidSOS Unite infrastructure.
Custom protocol integration
Upload your agency-specific protocols and grading criteria to mirror your unique standard operating procedures.
Harmony AI analysis
Advanced AI evaluates every call against your defined rubrics, providing immediate, objective scoring.
Actionable insights
Generate agent-level scorecards, performance trends, and audit-ready reports.
What makes QA with Harmony AI different
Single-platform solution
Built into the RapidSOS Unite platform — no separate contracts, integrations, or vendor relationships.
Emergency-specific AI
Designed for 911 protocols like EMD and law enforcement procedures — not generic call center evaluation.
Minimal training Required
Simple interface designed for busy 911 professionals — not complex enterprise software requiring extensive onboarding.
Benefits for your ECC
Exceed compliance requirements
Move beyond state-mandated 1-3% call review to 100% coverage with objective audit trails.
Data-driven coaching
Identify performance trends and coaching opportunities that random sampling misses.
Operational efficiency
Eliminate hours of manual call selection and free supervisors for high-impact training.
Comprehensive reporting
Generate PDF and CSV reports for compliance, union reviews, or court records.
Workforce development
Provide objective performance metrics and digital workflows that support professional growth.
Frequently asked questions
Do we need RapidSOS for call transcription to use QA?
We recommend RapidSOS’ transcription for seamless integration. However, QA with Harmony AI can work with other transcription sources. Our implementation team will determine the best approach for your technology stack.
Can RapidSOS’ QA functionality work with our agency-specific protocols?
Yes. You can upload your protocols and grading criteria to configure QA for your standards. The controls are in your hands.
How is QA priced?
QA is priced based on your agency’s total emergency call volume, helping ensure you only pay for the oversight you actually use while providing 100% coverage.
What's the business case beyond compliance?
QA with Harmony AI provides supervisor time savings, improved training efficiency, and reduced compliance risk. Automated evaluation frees supervisors for high-impact coaching while maintaining objective performance records for audits.
What about data security for sensitive call recordings?
This functionality operates on enterprise-grade security infrastructure with comprehensive data protection. All data handling complies with emergency services requirements, with customizable retention policies.
How does QA help with professional development?
QA generates individual scorecards showing performance trends and improvement areas. This creates clear development pathways and helps ensure targeted training for each telecommunicator.