APCO International Annual Conference, George R. Brown
Convention Center, Houston, Texas, Booth #1006
Verint® Systems Inc. (NASDAQ: VRNT) today
announced the availability of new forecasting and scheduling
functionality to its Impact 360® for Public Safety Powered by
Audiolog™ solution. The workforce optimization software is designed
for today’s public safety answering points (PSAPs), command and
control, and emergency communications centers.
Staffing effectively in mission-critical and 24x7 environments
translates into a need to understand call volume trends and manage
multiple shifts, posing a challenge for even the most experienced
manager. Until now, public safety operations have relied on manual
and time-consuming staff scheduling methods that often lack the
ability to leverage historical call volume patterns,
telecommunicator skills and available hours and workload
requirements.
To counter these very real challenges, Verint has added new
functionality to Impact 360 for Public Safety that automates
workforce forecasting and scheduling, and introduces capabilities
that enable monitoring schedule adherence in real time. Helping
emergency communications and dispatch center management plan and
appropriately staff to meet their workloads and requirements, the
Verint solution can produce optimal schedules by balancing defined
shift rules, work patterns, breaks, off-phone times, and individual
skills, proficiencies and preferences.
Other enhancements include intra-day management capabilities
that provide visibility into operational metrics, enabling managers
to track and compare actual and forecasted volume and performance
against plan and/or forecasts; assess trends and historical data;
identify and proactively resolve variations to plan; and take
appropriate and rapid action in routine, as well as unanticipated
emergency and disaster situations. Impact 360 for Public Safety now
also automates such routine tasks as time off management and shift
swapping, and includes out-of-the-box reports that provide managers
with 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,” shares Christine
Bradshaw, performance manager, Denver 9-1-1. “Conceptually, it’s
like using the dashboard in your car to gather data to make better
driving decisions.”
“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.”
Impact 360 for Public Safety’s forecasting engine pulls in
historical weeks of call statistics from the phone system that can
be altered and weighted for forecasting future weeks. The
solution’s forecast profiles enable 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, for example. It can then project staffing needs
for each queue down to the 15-minute level.
About Impact 360 for Public Safety Powered by
Audiolog
Verint’s Impact 360® for Public Safety Powered by Audiolog™ is
designed to help support PSAPs and emergency services organizations
in enhancing performance and responding to new challenges arising
from Next-Generation 9-1-1 (NG9-1-1). The solution brings together
a unique set of functionality that when combined assists in
achieving high quality and accurate call handling and dispatching,
liability reduction, immediacy of incident data and efficient
incident-based recording retrieval, citizen surveys and staff
training. Having successfully introduced workforce optimization
technology from mainstream business operations into the rapid-pace,
mission-critical, public safety communications world, Verint is
again extending the technology’s potential and reach—this time with
workforce forecasting and scheduling. With Verint solutions, PSAPs
can better achieve accuracy and completeness of records, immediacy
of incident data, reductions in liability, and improved quality and
employee retention—helping them accomplish more with limited
resources.
For more information about Verint and its public safety
solutions, visit www.verint.com/publicsafety.
About Verint Systems Inc.
Verint® Systems Inc. is a global leader in Actionable
Intelligence® solutions and value-added services. Our solutions
enable organizations of all sizes to make timely and effective
decisions to improve enterprise performance and make the world a
safer place. More than 10,000 organizations in over 150
countries—including over 80 percent of the Fortune 100—use Verint
solutions to capture, distill, and analyze complex and underused
information sources, such as voice, video, and unstructured text.
Headquartered in Melville, New York, we support our customers
around the globe directly and with an extensive network of selling
and support partners. Verint is listed on the NASDAQ Stock Market
under the symbol “VRNT.” Visit us at our website
www.verint.com.
This press release contains "forward-looking statements" within
the meaning of the Private Securities Litigation Reform Act of
1995, including statements regarding expectations, predictions,
views, opportunities, plans, strategies, beliefs, and statements of
similar effect relating to Verint Systems Inc. These
forward-looking statements are not guarantees of future performance
and they are based on management's expectations that involve a
number of risks and uncertainties, any of which could cause actual
results to differ materially from those expressed in or implied by
the forward-looking statements. For a detailed discussion of these
risk factors, see our Annual Report on Form 10-K for the year ended
January 31, 2010. The forward-looking statements contained in this
press release are made as of the date of this press release and,
except as required by law, the Company assumes no obligation to
update or revise them or to provide reasons why actual results may
differ.
VERINT, the VERINT logo, ACTIONABLE INTELLIGENCE, POWERING
ACTIONABLE INTELLIGENCE, INTELLIGENCE IN ACTION, ACTIONABLE
INTELLIGENCE FOR A SMARTER WORKFORCE, VERINT VERIFIED, WITNESS
ACTIONABLE SOLUTIONS, STAR-GATE, RELIANT, VANTAGE, X-TRACT,
NEXTIVA, EDGEVR, ULTRA, AUDIOLOG, WITNESS, the WITNESS logo, IMPACT
360, the IMPACT 360 logo, IMPROVE EVERYTHING, EQUALITY,
CONTACTSTORE, and CLICK2STAFF are trademarks or registered
trademarks of Verint Systems Inc. or its subsidiaries. Other
trademarks mentioned are the property of their respective
owners.
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