See Bill Pryor-Verint’s Director of Public Safety-discuss the ways in which Impact 360® Workforce Optimization impacts the performance of contact center agents in the public safety sector. The following video clip also highlights the innovative solutions that Verint® Systems has introduced specifically for these communications centers, enabling higher quality interactions for citizen communities.
Announced at this year’s APCO conference is new functionality 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 Impact 360 solution can produce optimal schedules by balancing defined shift rules, work patterns, breaks, off-phone times, and individual skills, proficiencies and preferences. In addition to intra-day management abilities, Impact 360 for Public Safety also automates such routine tasks as time off management and shift swapping, which provides managers with insight into individual and group performance.
