Verint Provides Forecasting and Scheduling Capabilities to Impact 360

8 Aug 2010

Verint Systems Inc. announced that its Impact 360 for Public Safety Powered by Audiolog solution will be receiving a new forecasting and scheduling functionality. The software is designed for public safety answering points (PSAP), as well as command & control, and emergency communication centers.

Designed to optimize workforce forecasting and scheduling, the software introduces capabilities that monitor schedule adherence in real time to help emergency communications and dispatch center management plan and staff appropriately, according to their workloads and requirements. It produces optimal schedules by balancing work patterns, breaks, and off-phone times, as well as individual skills, proficiencies, and preferences.

According to UCStrategies Co-Founder Blair Pleasant, "While several vendors offer call recording, quality management, and coaching capabilities for Public Safety organizations, It's hard to believe that most of these organizations were relying on manual staff scheduling methods for such an important function. For many of these organizations, the ability to understand workload requirements and ensure appropriate forecasting and staffing is critical, and in some instances, really will make the difference between life and death. Verint's Public Safety portfolio now has one of the most important functions - ensuring that public safety agencies are adequately staffed and can react quickly and effectively when needed. I expect to see other vendors join in and add these capabilities to their portfolios as well, but Verint has a head start."

Furthermore, the forecasting and scheduling functionality includes intra-day management capabilities, which provide visibility into operating metrics and allowing managers to track and compare forecasts while assessing trends and historical data, identifying and resolving variations to plan, and take swift and appropriate actions in routine and unexpected situations. It automates routine tasks, like shift swapping and time off management, and provides managers with insight into individual and group performances.

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