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Verint Adds Public Safety Feature to Impact 360

August 02, 2010

New forecasting and scheduling functionalities have been added to the Impact 360 for Public Safety Powered by Audiolog solution. The workforce optimization software produced by Verint Systems Inc. is designed for today’s public safety answering points (PSAPs), command and control, and emergency communications centers. Even the most experienced of managers can be challenged when trying to staff effectively in mission-critical and 24/7 environments. 

There is a need to understand call volume trends and manage multiple shifts and until now, public safety operations have relied on manual and time-consuming staff scheduling methods. Such methods are known to lack the ability to leverage historical call volume patterns, telecommunicator skills and available hours and workload requirements. To overcome these challenges, a Public Safety feature has been added to automate workforce forecasting and scheduling, as well as to introduce capabilities that will enable monitoring schedule adherence in real time. With help in emergency communications and dispatch center management planning, staff members are better able to meet their workload requirements. 

As a result, the Verint solution can produce optimal schedules by balancing defined shift rules, work patterns, breaks, off-phone times and individual skills, proficiencies and preferences. Enhancements to the solution also include intra-day management capabilities to provide visibility into operational metrics, thereby enabling managers to track and compare actual and forecasted volume and performance against plan or forecasts. 

Managers can also assess trends and historical data, as well as identify and proactively resolve variations to plan.The Verint solution allows managers to take appropriate and rapid action in routing, as well as unanticipated emergency and disaster situations. With Impact 360 for Public Safety, routine tasks such as time off requests, shift swapping and out-of-box reports are now automated to provide greater insight into individual and group performance and the ability to perform activity analysis. Denver 9-1-1 recently collaborated with Verint and Goserco Inc., a Verint Premier partner, on its forecasting and scheduling technology initiative. “Automated forecasting and scheduling is helping Denver 9-1-1 take intelligence from the phone switch and use that information to build optimal staff schedules and deliver better, more efficient service to our citizens,” said Christine Bradshaw, performance manager, Denver 9-1-1, in a statement. 

“Conceptually, it’s like using the dashboard in your car to gather data to make better driving decisions.” Impact 360 for Public Safety’s forecasting engine is designed to pull in historical weeks of call statistics from the phone system that can be altered and weighted for forecasting future weeks. The forecast profiles within the solution enables PSAPs and other agencies to select and save a set of contact behavior to quickly and accurately model for storms, large public gatherings and other seasonal and recurring events. It can then project staffing needs for each queue down to the 15-minute level.  

“When every second counts, it’s critical to have a program grounded in quality, accuracy and timeliness-and committed to high-caliber performance, citizen service, liability reduction and NG9-1-1 requirements,” adds Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions.

“These latest enhancements to Impact 360 for Public Safety incorporate critical forecasting and scheduling capabilities that align the most appropriately skilled call takers at the most opportune times, enabling agencies to better manage workload, control costs, and excel in citizen support and service.” In other Verint news, the company recently claimed a win in the 2010 North America Frost & Sullivan Company of the Year Award for its IP Video Surveillance Software. In a market with weak growth strategies, Verint has pioneered IP surveillance management with its best-in-class solutions and has remained competitive by including integrated video analytics in its management platform.
Susan J. Campbell is a contributing editor for ContactCenterSolutions and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Erin Harrison