Verint Announces Impact 360 for the Truly-Mission Critical Contact Centers

My stepson is a paramedic who responds to 9-1-1 calls. He knows from experience, including being at what became known as ‘Ground Zero’ in New York City on September11, 2001, how critical it is to have those calls handled right.

 

To help the likes of my stepson, his colleagues, and his police and fire department comrades to perform their life saving and public-protecting tasks, Verint has come out with its new Impact 360 for Public Safety Powered by Audiolog software for the 9-1-1 contact centers.

 

This next generation of Verint’s (News - Alert) proven solutions features robust and integrated workforce optimization, QA, training, and public feedback solutions. They have been written in response to changing and growing needs from emergency operators such liability (and cost) reduction, incident reconstruction, investigation facilitation, and improved effectiveness.

 

The Verint Audiolog multimedia call recording, quality assurance, retrieval and archive solution supplies a single platform across IP, TDM and radio, integrated QA, a multi-channel player for incident replay, screen recording, and instant recall for playback of current and recent calls. 

 

Here is a feature summary:

 

-- Multimedia Recording. Captures telephone and radio interactions and related data—including phone numbers and locations—and helps increase immediacy, accuracy, quality and overall service. It also provides the option for capture of console PC screens.

 

-- Quality Assurance (QA). Enables efficient call review and scoring to ensure 9-1-1 agent proficiency, skills enhancement, and supply regular performance feedback, in compliance with state and agency standards. Flexible form creation, embedded call playback and dynamic reporting provide maximum impact from invested QA time.

 

-- Incident Reconstruction and Analytics. Permits call searches and makes the retrieval of important recordings easier through ‘Application Event Triggers’ by tagging calls with key information, such as CAD incident ID or call taker name.  The result is the potential for better investigative insights.

 

-- eLearning and Coaching. Delivers learning and timely communication to agents’ desktops, addresses skill gaps, and helps increase productivity and staff retention.

 

-- Performance Scorecards. Empowers 9-1-1 agents and dispatchers to view personal performance in relation to agency goals.

 

-- Citizen Survey. Provides outbound surveys as follow-ups to citizen calls, thereby introducing a proactive approach to quality reinforcement and citizen satisfaction, and helps to build citizen confidence, and support.

 

A read through of these features gives the impression that the Impact 360 for Public Safety has been borrowing a few approaches and tools (i.e. QA, scorecards, eLearning, and customer feedback) from conventional contact centers, which is correct. Verint says 9-1-1 centers can benefit in the same way commercial call centers have from workforce optimization technology and how these solutions interact and feed off one another.

 

“In an environment where a mistake and extra time can mean the difference between life and death, 9-1-1 centers are striving to optimize the performance of their people, processes and systems to increase accuracy, effectiveness, and efficiency through compliance, accountability and professionalism,” explains Nancy Treaster, senior vice president and general manager, Verint Systems. “Next-generation 9-1-1 is arriving and with it comes new demands on technologies, processes and employee skills. We’re pleased to bring Impact 360 for Public Safety to market, supporting vital emergency response and citizen safety requirements.”