Roles Reimagined with CX Automation
Meet Clara, a Public Safety Telecommunicator Supervisor
Meet Clara, a public safety telecommunicator supervisor at a public safety answering point (PSAP), in a busy metropolitan area. It is her job to ensure every interaction is handled with precision, urgency, and compassion across voice and digital channels. She’s committed to her team, knowing that supporting the wellbeing of her telecommunicators is just as critical as fast emergency response.
Understaffed, underrated, and under pressure
Clara leads a stressed team of public safety telecommunicators juggling high‑pressure calls across multiple channels, including many non‑emergencies. Burnout is rising, documentation demands overwhelm her, and manual reviews miss key details.
After two employees quit, her PSAP adopted Verint public safety software, giving Clara the support she needed to regain control.
Clara
Public Safety Telecommunicator Supervisor
Record every interaction, across channels
With Verint Recording for Public Safety software, Clara can now securely capture all 911 calls, radio, video, and text on a single recorder. Automated recording and easy retrieval ensure transparency. During a major power outage, Verint Insight Center, a browser-based incident reconstruction solution, helped her manage spikes in call volumes in real time and share alerts, enabling a fast, coordinated response.
Automate quality assurance without losing the human touch
Clara relies on Verint Automated Quality Assurance to evaluate 100 percent of interactions, not just a small sample. Verint Quality Bot automates scoring and accelerates form building, helping her objectively assess performance, identify training needs, and recognize top performers. A dashboard highlights trends and anomalies, reducing manual work so Clara can focus on coaching and making her team feel seen and supported.
Keep emergency lines clear by automating non‑emergency calls
Verint Non‑Emergency Call Automation helps Clara keep her team focused on emergency calls. When a citizen calls to report a parking violation, they get redirected to a self-service webpage where citizens can submit a form with details, and track report status. While emergency response will always require a human touch, non-emergency call automation has significantly reduced call volumes, improved response times, and lightened the load on Clara’s team.
Improved emergency call handling
Thanks to Verint public safety solutions, Clara now has the tools to improve emergency call handling, increase operational efficiency, and reduce risk at her PSAP. She can consistently monitor, review, and optimize her team’s performance, while ensuring every caller receives the attention they deserve.
Clara’s story shows what’s possible when technology is designed with public safety professionals in mind — empowering supervisors, supporting public safety telecommunicators, and helping communities stay safe when it matters most.
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