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Verint Supports NG9-1-1 with Enhancements to Multimedia Public Safety Solution
Impact 360 for Public Safety Powered by Audiolog Features Robust Recording and Incident Reconstruction and Analysis, Along with Enhancements to Improve Response Time, Advance Performance and Reduce Liability
Verint® Systems Inc. has announced a series of enhancements to its Impact 360® for Public Safety Powered by Audiolog™ software, the company’s most robust workforce optimization (WFO) solution specifically designed to enhance accuracy and performance in today’s Next-Generation 9-1-1 (NG9-1-1) emergency communications and public safety command and control environments. With these enhancements, the company is introducing robust incident reconstruction capabilities and support for a host of new requirements associated with NG9-1-1 and the rise in multimedia communications channels and devices used to report emergency situations and incidents.
“Preparation for the multichannel world of NG9-1-1 has emerged as the number one factor driving public safety management to update or replace their largely first-generation systems and look for new ways to evolve and prioritize quality and performance across their operations,” notes Dick Bucci, principal analyst of research and consultancy firm Pelorus Associates. “With the latest advancements to Impact 360 for Public Safety Powered by Audiolog, Verint has demonstrated its capabilities and commitment to developing and delivering solutions that meet changing market dynamics and needs—from recording capabilities that encompass IP communications and multimedia capture, to incident reconstruction functionality that supports authorities in investigations. Agencies now have access to a robust solution for recording, analyzing and supporting decision making based on input from multiple information sources and communications channels.”
Among the latest enhancements to Verint’s public safety solution (which became generally available in December 2010) are robust, new multimedia recording, storage, retrieval and playback capabilities. Now in addition to traditional circuit-switched voice trunks for audio calls, public safety answering points (PSAPs) and emergency communications centers can benefit from the ability to capture, analyze and act based on input from a wide variety of multichannel data and information sources—including traditional, wireless and radio, photos, text/SMS, videos, maps, telematics, and such related data as telephone numbers and locations.
The solution’s support for IP communications and multimedia capture—the hallmark of NG9-1-1—along with other advancements, are paving the way for improved response, stronger liability management, faster and more informed decision making, and better ultimate citizen service. Coupled with the technology’s proven recording and quality assurance capabilities, agencies can evaluate call taker and dispatcher performance and strengthen coaching and training, particularly as new systems, processes and requirements from multichannel operations and NG9-1-1 continue to take form.
This functionality supplements the industry’s only suite of workforce optimization solutions for the public safety market. In addition to its core multimedia recording and QA capabilities, Verint’s Impact 360 for Public Safety Powered by Audiolog solution features robust functionality for speech analytics, workload forecasting, staff scheduling, employee coaching and training, and citizen surveys to help agencies and PSAPs enhance performance and meet new challenges arising from NG9-1-1.
“The market has made a major shift with the public’s uptake of mobile devices, the rise in video and other channels, and the advent of NG9-1-1 and other industry regulations and standards. Verint has taken a pointed approach to both anticipate and respond to these changing dynamics in order to help agencies better perform and protect their communities,” says Gary Trudo, vice president, public safety and mid-market solutions, Verint Systems. “The ability to capture, analyze and act on multimedia interaction data is a monumental step forward—one that gives today’s agencies access to more information than ever to facilitate faster, more informed decision making and response.”
For more information, see: www.verint.com/publicsafety.
- Corporate News/9-1-1magazine.com (via Verint Systems, 4/4/11)