David Daray, Director of Product Management
When an emergency hits, critical infrastructure operations must now be able to address a shift in the nature of information exchange. Whether it’s heightened citizen expectations, the increased volume and diversity of data, or new and rising threats, public safety agencies need to improve emergency preparedness, boost efficiency and reduce risk, without compromising the safety of citizens or personnel.
Verint, a long-time expert in critical infrastructure solutions, offers Verint® Workforce Optimization(WFO) for Public Safety™, a solution specially designed to help simplify, modernize, and automate processes in mission-critical environments. “With our purpose-built WFO platform, public safety agencies can capture, archive and retrieve multichannel interactions with a single tool,” says David Daray, Director of Product Management for Public Safety Solutions at Verint.
Verint has a long-standing record of empowering organizations with crucial customer-centric insights, helping them make better business decisions. Public safety agencies are facing an increasing complexity and workload in citizen engagement, but must do so with limited resources. WFO can help fill this gap. It brings together recording, archiving, quality management, workforce management and analytics on a single platform, for simplified administration, maintenance and training.
A key component of the WFO platform is Verint® Recording for Public Safety™, which uses full-time, multichannel recording and archiving to drive better citizen experiences, enhance incident reconstruction, and manage liability more effectively.
Additionally, it can help facilitate compliance with government mandates, protocols and standards for digital emergency communication services and public safety radio systems. Through state-of-the art recording tools specifically designed for public safety operations, it is possible to simplify multichannel recording by capturing voice, radio, video, and text communications across multiple channels (including PBX, VoIP, radio systems, chat, digital collaboration, email, mobile voice, SMS, and face-to-face), on a single recorder.
As well as capturing public safety communications from multiple channels, the system also captures the corresponding activities taking place on the call-takers’ desktops. It can be helpful for quality assurance and process development processes as it provides deep insight into keystrokes, data entry, screen navigation, and after-call wrap-up. The solution can be delivered via the cloud, as well as on-premises or hybrid model.
With such an innovative platform, Verint is committed to the continued success of its public safety customers. Daray talks about an existing customer—a western U.S based organization—that relies on Verint to import call statistics to their emergency communications center, aggregating this information over time and using it for a number of distinct operational activities. The Verint system also provides workforce management (WFM) functionality, allowing them to use historical call volumes to project employee schedules. It also helps the organization manage training, vacation, sick time, special projects and breaks, while reconciling payroll against actual hours worked. In addition, the solution is configured to synchronize with the telephony system in real-time to track whether telecommunicators are on duty during scheduled times. This has resulted in greater effectiveness and efficiency, even in a challenging environment such as public safety.
With a wide array of solutions, Verint is not stopping there. Looking ahead, the company plans to integrate new applications and capabilities in their forward-looking platform. “Today, crisis events and crime rates are accelerating, whereas resources are limited, which makes it challenging for organizations involved in this sector to improve emergency preparedness, boost efficiency and reduce risk. As such, we will continue to enhance our platform, so that it can align with all the requirements and trends in public safety and offer more opportunities for improving services,” concludes Daray.