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Georgia Aquarium Improves Operational Excellence And Guest Experiences With Workforce Management Software From Verint

Verint® Systems Inc. (NASDAQ: VRNT) 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.

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