Impact 360 for Public Safety Powered by Audiolog is designed to support public safety answering points
(PSAPs) in achieving today's mission critical, next-generation 9-1-1 requirements. 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 training to help maximize resources, heighten retention and
prioritize development.
Additions:
Verint Systems Inc.'s speech analytics software, Impact 360 Speech Analytics Essentials for Audiolog, will provide these capabilities by automatically transcribing emergency contact audio into data that can be mined for intelligence. An easy-to-use interface will give public safety answering points (PSAPs) the ability to identify opportunities that can make their centers more efficient and effective, while proactive trend spotting tools can uncover issues before they become widespread problems. The software will provide guided, visual search tools to aid users in uncovering insights within all related recorded calls. This will not only support public safety agencies by helping investigators uncover facts during emergency situations, but also identify staff training and process improvement opportunities.
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.
