Verint® Systems, Inc. today announced that Georgia Aquarium is leveraging its award-winning workforce management (WFM) software to meet and exceed visitor demand and guest experience expectations. Georgia Aquarium features a wide variety of animals in more than 10 million gallons of water. Since its opening day, the aquarium has attracted over 18 million visitors, who journey through a path of roughly 70 entertainment and educational exhibits. These displays tell a global water story and include features modeled after the greatest zoos and aquariums in the world.
With the facility’s overwhelming popularity, the aquarium faced some initial operational challenges around how best to manage and maximize its 550+ employees and 2,000 volunteers. It also needed to effectively meet visitor demand and deliver positive guest experiences. That led the organization to deploy technology to help it statistically plan and optimally align and schedule its workforce based on accurate forecasted visitor attendance.
In 2007, Georgia Aquarium selected Verint WFM based on the software’s advanced capabilities for predictive forecasting of attendance levels, its ability to properly align staffing requirements, and the ways in which it easily schedules staff by accounting for diverse skills, work queues and other criteria. The software’s algorithms also have proven to be particularly impactful with the ability to effectively schedule personnel across departments, such as guest services, guest programs, the theaters and security.
Today, the aquarium uses Verint Workforce Management to forecast attendance, schedule staff, and monitor and track key metrics, such as adherence. The software also continues to help further instill a sense of family among staff. Leveraging the solution has helped improve operational efficiency, allowing managers to create schedules that help ensure work-life balance for employees, resulting in stronger morale. Further, through its use of Verint technology, the aquarium continues to benefit from a one-stop shop for employee information. Through robust reporting, it can sort and narrow in on specific data, such as proficiencies, skill sets and performance which has enabled managers to more effectively recognize and reward employees, as well as understand and address areas of opportunity.
“Verint’s workforce management solution has really helped us live up to our vision of being the world’s most engaging aquarium experience,” says Beach Clark, vice president of information technology, Georgia Aquarium. “In the past, we’ve staffed 150 people at any given time, but with the Verint WFM solution, we’ve been able to staff as needed. We’re also able to measure our service and performance more effectively and operate more efficiently, which helps keep us rated in the upper echelon of guest experiences.”
“For a high profile destination like the Georgia Aquarium, it’s essential that operations run smoothly. The Verint solution not only helps customers strike the right balance between workload and staffing, but also offers a seamless delivery of services to the outside world,” adds Nancy Treaster, senior vice president and general manager, strategic operations, Verint Enterprise Intelligence Solutions.™
About Verint Enterprise Intelligence Solutions
Verint® Enterprise Intelligence Solutions™ help organizations of all sizes capture and analyze customer interactions, sentiments and trends across multiple channels, improve performance and optimize the customer experience. The solution portfolio includes the Impact 360® Workforce Optimization™ suite and Voice of the Customer software, which serve as strategic enterprise assets for increasing customer satisfaction and loyalty, enhancing products and services, reducing operating costs and driving revenue.
About Verint Systems
Verint® (verint.com) is a global leader in Actionable Intelligence® solutions. Its portfolio of Enterprise Intelligence Solutions™ and Security Intelligence Solutions™ helps organizations Make Big Data Actionable™ through the ability to capture, analyze and act on large volumes of rich, complex and often underused information sources such as voice, video and unstructured text. With Verint solutions and value-added services, organizations of all sizes can make more timely and effective decisions. Today, more than 10,000 organizations in over 150 countries, including over 80 percent of the Fortune 100, count on Verint solutions to improve enterprise performance and make the world a safer place. Headquartered in NY, Verint has offices worldwide and an extensive global partner network.
This press release contains forward-looking statements, including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks and uncertainties, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2013 and our Quarterly Report on Form 10-Q for the quarter ended October 31, 2013 and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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