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News

Workforce management software used for non-emergency call centre.

Verint Systems : 21 February, 2008  (Application Story)
Multi-jurisdictional call centre in Florida uses workforce management system from Verint Witness Actionable Solutions to handle and distribute American non-emergency 311 calls to the emergency services.
Verint Systems has announced that Miami-Dade County has implemented the Impact 360 Workforce Management solution from its Verint Witness Actionable Solutions business line to help optimise the operations of the county's non-emergency 311 contact centre, a division within the Florida Government Information Centre.

With more than 120 specialists on staff, Miami-Dade's Answer Centre is the first multi-jurisdictional 311 telephone system in the nation, handling nearly two million calls per year. Given the high call volumes, optimal agent performance and first-call resolution are critical in providing quality service experiences to the Miami-Dade community, along with the 40 additional counties that are integrated into the 311 service. Requests range from picking up stray dogs to locating voting sites and responding to address searches. The fact that Miami-Dade County contact centre agents are trilingual - in English, Spanish and Creole - adds another layer of complexity to managing the unique skills and proficiency levels of each specialist.

"Miami-Dade County identified a need to implement a turnkey workforce management solution for its 311 contact centres. Impact 360 provides an ideal solution, given its ability to scale as needed from general workforce management functions to advanced adherence and agent scorecard capabilities," says Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions.

During its selection process, Miami-Dade County officials outlined specific procurement goals. These stringent requirements included the need for a solution with full scalability, allowing room for anticipated growth. It also called for a workforce management solution with the ability to tightly integrate with its existing systems. The 311 Answer Centre shares infrastructure with the Miami-Dade County fire rescue, elections and other departments. As a result, integrating with existing hardware was a critical component for any new software introduced throughout the organisation. Based on its design, Impact 360 allows for seamless integration and easy alignment with a wide variety of telephony switches leading to a quick deployment.

Impact 360 Workforce Management is part of Verint Witness Actionable Solutions' Impact 360 Workforce Optimisation suite. From planning and establishing goals, to scheduling and deploying the appropriate staff, and from making use of scorecards and performance metrics, to developing and fine-tuning skills and proficiencies, the software helps reduce costs by staffing appropriately to meet workload and improve service by scheduling the right agents with the right skills at the right time.
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