Case Management

Optimize your complex customer service processes for lower costs and improved CX.

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  • 6 to 2 Weeks

    Decreased agent training time from 6 weeks to 2 weeks​ – Mastercard

  • 70% to 85%

    Increased customer satisfaction from 70 to 85% – City of Edinburgh

  • 20% ↓

    Lowered call handling times by 20% – IAG


Verint partners with thousands of iconic brands to close the Engagement Capacity Gap, engage customers and create differentiated experiences.

Simplify Complex Workflows

Define your unique customer service processes with multi-step workflows that span teams and departments. Customer service agents and back-office employees can follow guided processes to improve the speed, accuracy and compliance of complex interactions across channels.

Key case management capabilities include:

  • Advanced queuing and routing
  • SLA management
  • Parallel processes
  • Collaboration
Watch on-demand: Boundless Customer Engagement Webinar

Stop Repetition, Start Automation

Customer service processes often involve repetitive steps and tedious data entry. These manual tasks are time consuming, and fraught with data entry mistakes. Replacing your manual efforts with automation, means you can:

  • Accelerate resolution times
  • Drive employee productivity
  • Focus attention on the customer
  • Improve customer experience
  • Increase employee engagement
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Stop Toggling Between Apps

Agent desktops are often cluttered with ten or more open applications used to answer customer questions.

Toggling between systems wastes time and increases the opportunity for mistakes. Verint Case Management provides a sophisticated integration framework that allows you to create a single pane of glass for agents to view data across applications.

The application listens for events in the interaction and customer history to anticipate what the employee needs next and adjusts the application data accordingly.

Many Channels, One Experience

Customers are reaching out on more channels than ever. Brands that provide digital experiences through channels like messaging will have an advantage–not only in how they provide service to consumers, but in how they engage across the entire lifecycle.

Verint Case Management offers organizations the ability to resolve complex issues across all channels and deliver frictionless, conversational customer experiences. Each contact is maintained in a unified customer history so conversations can continue across channels.

Watch how Mastercard delivers high-quality experiences across channels

Contextual Knowledge to the Rescue

Customer requests are so complex that finding that right answer is difficult and time-consuming. Verint Knowledge Management pairs with Case Management to automatically present relevant, current and correct information.

The embedded knowledge management uses customer context to automatically update with relevant information, reducing the need for manual searching. Contextual information that can drive knowledge includes:

  • Customer history
  • Words spoken or typed
  • Applications in use
  • Product selections
Watch the Webinar: Enriching Customer Interactions with Effective Knowledge Management

Flexible Deployment Options

Verint Case Management supports a range of deployment scenarios to meet your needs. The solution can be embedded in an existing CRM or CCaaS desktop, or used on its own. Services can be delivered as embeddable components to accelerate time to value.

Additionally, the solution is highly configurable by non-technical business administrators. Users can easily configure the application to map to your unique needs by defining business processes, designing forms, consuming and publishing APIs.

Read how Wheatley Group deployed Case Management across Contact Center, Back Office, and local offices
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Simplify Citizen Engagement

Local governments must offer their citizens many different and complex services, and it’s hard to deliver them efficiently. They need solutions that are open, easy to deploy, simple to use, and help reduce complexity. They also need solutions that connect and share data seamlessly to provide citizen-facing services.

Verint Case Management offers built-for-purpose workflows for citizen engagement so citizens can interact in the way that suits them and get a consistent outcome regardless of channel.

Watch On-Demand: Citizen Engagement Sessions from Engage21

Part of the Verint Cloud Platform

The Verint Cloud Platform provides a comprehensive approach to connecting work, data, and experiences across the enterprise.

  • Forecasting and Scheduling solutions give you the ability to assign the right employees and bots to respond to inquiries across both traditional and digital channels.
  • Interaction Insights solutions help you measure the success of these interactions and uncover opportunities to optimize your processes to lower costs and improve CX.
Learn more about the Verint Cloud Platform
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Case Management Success Stories