Case Study: Large American Public Safety Services Provider achieves faster, more accurate staff scheduling and reduced overtime with Verint Systems

Large American Public Safety Services Provider - Customer Case Study

A large American public safety services provider serving nearly 700,000 residents operates a 24/7 9‑1‑1 center that was challenged by rising call volumes without a corresponding increase in resources. The organization needed data-driven forecasting, automated scheduling, and hour-by-hour workflows to better understand call‑taker workload, reduce operational risk, and ensure accurate staffing around the clock.

The agency implemented Verint Workforce Management to import call data at 15- or 30-minute intervals and provide purpose-built forecasting, skills-based scheduling, and workflow automation (including telephony synchronization and mobile schedule visibility). The solution delivered faster, more accurate schedules, measurable reductions in overtime and over/understaffing, and automated routine administrative tasks so supervisors could focus on coaching and higher-value work.