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Verint Systems Introduces Forecasting and Scheduling Capabilities to Its Impact 360 for Public Safety Solution

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Verint and Partner Goserco Help Denver 9-1-1 Automate Forecasting and Scheduling to Optimize Workforce Efficiency and Effectiveness

Verint® Systems Inc. has 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.

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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.”

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.   

For more information about Verint and its public safety solutions, visit www.verint.com/publicsafety.

- Product Profiles/9-1-1 Magazine (via Verint Systems, Aug 2, 2010)

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