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New Study Reveals State Citizens Expect Better Engagement through Technology Modernization

Mon Sep 19, 2016

Contact Solutions Partners with the Governing Institute and Center for Digital Government to Conduct Survey on Citizen Engagement

Company to Announce Results at Upcoming 49th Annual IT Solutions Management Conference

MELVILLE, N.Y. and PHOENIX, September 19, 2016  Contact Solutions, A Verint® Company (Nasdaq: VRNT), today announced early findings from a survey of 129 state and government professionals that it commissioned in collaboration with the Governing Institute and Center for Digital Government. The study, titled Citizen Engagement Modernization in the State Contact Center, examines how state agencies are positioned today and their preparedness for the future in regards to citizen engagement—from citizen to state worker needs and the technological abilities necessary to serve them.

Learn Early Findings at the ISM Conference

At this year’s IT Solutions Management (ISM) Conference, Contact Solutions’ Senior Director David Scott will be joined by the Governing Institute’s Director of Market Intelligence, Joseph Morris, to share the results of the research. These presentations will take place on Monday, September 19 from 2:30-3 p.m. PT and Tuesday, September 20 from 10-10:30am PT.

Attendees will learn why citizen engagement modernization within the contact center is considered a critical priority. It not only opens up opportunities in front-end environments where citizen engagement occurs, but it is also where the citizen experience (CX) is influenced for the majority of individuals needing support. Another important consideration is back-end operations, where states can capture data, manage processes and streamline worker efforts.

Several key findings that support the need for advanced citizen engagement include:

  • 71% of state respondents noted that their agency has prioritized citizen engagement
  • 62% of state respondents believe that the contact center plays an important or the most important role in achieving citizen engagement

The research further prioritizes contact center investments based on the fastest growing modes of communications and expectations influencing citizen needs. As part of this, health and human services respondents identified the following unmet contact center technology needs:

  • 31% responded that data sharing capabilities are the biggest management solution need
  • 20% said that digital help and information are the biggest citizen channel needs

“State modernization initiatives are vast and ongoing, but the challenge lies in determining which initiatives should be prioritized for citizen engagement,” says Michael Southworth, general manager, Contact Solutions, A Verint Company. “In fact, when these governing institutions start to invest in modernization initiatives and technology, they can’t always assume that it’s fully optimized for citizen engagement or for staff process improvements. There’s no one size fits all answer, but joining with the Governing Institute and Center for Digital Government, we focused on addressing these questions and identifying current perspectives and requirements as a first step in the discussion.”

To learn more about the company’s citizen engagement solutions, and how they can help better engage state workers and citizens, visit the Contact Solutions/Verint Booth 531 at this year’s ISM Conference or www.contactsolutions.com

About the Research

Interviews were conducted online among 129 state and government professionals across the United States. As part of the research, exploratory interviews were also completed with five department heads and government officials. 

About Contact Solutions

Contact Solutions is a leading provider of cloud-based voice and mobile customer care solutions. With a focus on customer engagement that’s effortless for the customer and sustainable for the enterprise, its solutions help reduce effort through highly personalized self-service and agent-assisted experiences, all provided at the convenience of the customer. Leveraging business intelligence to continually improve and optimize customer care, it helps today’s enterprises achieve superior results at sustainable cost, while adapting quickly to rapidly changing customer demands. Learn more at www.contactsolutions.com

About Verint Systems Inc.

Verint® (Nasdaq: VRNT) is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. Today, more than 10,000 organizations in 180 countries—including over 80 percent of the Fortune 100—count on intelligence from Verint solutions to make more informed, effective and timely decisions. Learn more about how we’re creating A Smarter World with Actionable Intelligence® at www.verint.com.

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, 2016, our Quarterly Report on Form 10-Q for the quarter ended July 31, 2016, 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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