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City of Charlotte Extends Use of Verint Technology with Implementation of Engagement Management Software

Wed Sep 23, 2015

Deployment to Drive Enhanced Citizen Service, Case Management, Staff Efficiency and Critical Decision Making in CharMeck 311 Call Center

MELVILLE, N.Y., September 23, 2015Verint® Systems Inc. (NASDAQ: VRNT) today announced that the City of Charlotte, N.C. is implementing its Verint® Engagement Management for government to enhance citizen service in its 3-1-1 call center, known as CharMeck 311.

CharMeck 311 is the City of Charlotte and Mecklenburg County’s citizen service and information line for city and county services. An existing user of Verint’s workforce optimization software, the addition of engagement management will help support citizen engagement, service case management and resolution. It will help provide support for critical decision making and empowering call center agents with access to an extensive knowledge base, real-time reporting, and integration to critical back-end information systems.

With its hosted cloud deployment, CharMeck311 can help maximize time-to-value and minimize the need for internal IT support resources. This multi-phased, multi-year rollout that began in 2014 comes on the heels of CharMeck 311’s 10-year anniversary of service, and represents the latest chapter in the long-standing partnership between the City of Charlotte and Verint.

“CharMeck 311 is the public’s access to Charlotte and Mecklenburg County,” explains Janice Quintana, director of CharMeck 311. “Our goal is to leverage the latest generation of technology so we can support availability through whatever tool the citizen, taxpayer and public finds convenient.

Adds Quintana, “Our last deployment of Verint Engagement Management software will give us another tool to provide exceptional citizen service that our agents will find very intuitive. A lot of things they used to do manually will now be built into the system to drive better, faster and more accurate service, so we can create and manage more positive experiences across all channels.”

“Innovation for the City of Charlotte has always been a top priority,” says David Moody, vice president, government and public sector, Verint Enterprise Intelligence Solutions. “Charlotte is among the fastest-growing cities in the nation and is a great example of how technology can help government entities engage with citizens and be responsive to their needs. Having a single vendor to support workforce optimization and engagement management can provide significant benefits from a functionality and ease of management perspective.”

The City of Charlotte will join Verint for a webinar “Empower Employees to Go Beyond Traditional, Transaction-Based Customer Service” on Wednesday, September 30 at 2 p.m. ET.

About Verint Systems Inc.

Verint® is a global leader in Actionable Intelligence®, which has become a necessity in a dynamic world of massive information growth. By empowering organizations with crucial insights, Verint solutions enable decision makers to anticipate, respond and take action, and make more informed, effective and timely decisions. Our solutions are designed to address three important areas of the actionable intelligence market: customer engagement optimization; security intelligence; and fraud, risk and compliance. Verint’s vision is to create A Smarter World with Actionable Intelligence®, and today, more than 10,000 organizations in over 180 countries—including over 80 percent of the Fortune 100—already benefit from this vision. Learn more at www.verint.com and NASDAQ: VRNT. 

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, uncertainties and assumptions, 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, 2015, our Quarterly Report on Form 10-Q for the quarter ended July 31, 2015, 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, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.

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