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David Daray, Director of Product ManagementVerint, 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.
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.
Company
Verint
Management
David Daray, Director of Product Management and Dan Bodner, CEO
Description
Verint is the customer engagement company. That means we help organizations simplify and modernize customer engagement through our market-leading cloud and hybrid solutions. In fact, Verint has one of the broadest portfolios of customer engagement solutions available today. We leverage the latest in artificial intelligence and advanced analytics technology to help you unlock the potential of automation and intelligence to drive real business impact across your organization. Today, over 10,000 organizations in more than 180 countries, including over 80 percent of the Fortune 100, use Verint solutions to optimize customer engagement and make the world a safer place. Verint delivers its Actionable Intelligence solutions through two operating segments: Customer Engagement Solutions™ and Cyber Intelligence Solutions™.
“TrustRadius gives buyers the visibility they need to make informed decisions about the software their organization will benefit from the most”
“Verint Workforce Management earned these three Winter 2023 ‘Best of Awards’ in the Workforce Management Software category based entirely on customer feedback,” said Megan Headley, vice president of research at TrustRadius. “Ninety-four percent of reviewers on TrustRadius said they were happy with the feature set, 96 percent said it delivered good value for the price, and 94 percent said they would buy it again. Many reviews praised the combination of demand forecasting and scheduling tools in particular.”
The Verint WFM solution was also recently named to the TrustRadius Best Software 2022 List which recognizes the best software products based on customer satisfaction, review performance and market-size fit.
“TrustRadius gives buyers the visibility they need to make informed decisions about the software their organization will benefit from the most,” says Verint’s David Singer, vice president, go-to-market. “We are proud to be a part of the TrustRadius community as this approach is aligned with Verint’s core values of transparency, integrity and innovation that shape the way we do business.”
Verint WFM is part of the Verint Customer Engagement Platform and leverages artificial intelligence-infused automation and new mobile tools to streamline forecasting and scheduling and improve employee engagement. The solution also elevates candidate quality, accelerates time-to-hire and enhances employee retention through Intelligent Interviewing capabilities. With Verint WFM, managers have the tools to meet service level agreements (SLAs) while also providing the workforce with the flexible, work-from-anywhere schedules they require.