Case Management
Optimize your complex customer service processes for lower costs and improved CX.
Verint for Citizen Engagement
Elevate your citizen engagement efforts by transforming your service delivery with our AI-powered, cloud solutions, including our community engagement platform. Leverage digital, self-service, and traditional service channels to deliver citizen services that exceed expectations. Collect feedback and enable cutting-edge reporting to leverage insights that can help you better serve your community. Boost efficiency and reduce costs. Improve agent performance and employee satisfaction.
Our customers
City, borough, municipality, central and federal authorities. Verint helps deliver elevated citizen experiences and support through our community engagement platform through our community engagement platform and boost community engagement across all tiers of government around the world.
The citizen takes center stage
Across the world, there is an increasing focus on improving citizen engagement and enhancing user experiences with public services. As citizen expectations are increasingly influenced by commercial entities, digital transformation has become a cornerstone for government agencies. Verint Citizen Engagement software is part of the Verint Open Platform, a cloud based platform designed to elevate customer satisfaction while driving real business outcomes.
Elevate your public services to the next level by delivering digital services designed from the citizen’s perspective. Fulfill citizen requests faster, boost citizen satisfaction, increase transparency, and cater to the needs of your community members.
What is Verint for Citizen Engagement?
Verint for Citizen Engagement is a cloud-based citizen engagement software solution designed to supercharge your customer service projects and increase citizen satisfaction through efficient engagement workflows. Based on Verint’s Case Management and augmented by a team of AI-powered Verint bots, our solution:
- Automates citizen interactions across both assisted and self-service channels while reaching more residents.
- Enables public engagement across hundreds of services and multiple channels with efficient workflow management across departments.
- Maximizes the opportunity for self-service and workflow automation connecting engagement data across the organization.
- Provides you with interaction and engagement insights boosting decision making process and supercharging local government’s capabilities to better serve their residents.
The solution’s low-code/no-code environment empowers you to onboard new services and modify existing ones quickly and easily. Increase productivity, improve customer experience and satisfaction, while also enhancing reporting and saving costs.
The local government challenges we solve
Reduce costly, human-assisted interactions
Automate high-volume requests and drive customer behavior to increase channel shift.Minimize or eliminate follow-up calls
Provide your citizens with automated progress updates of their requests.Reduce Total Cost of Ownership (TCO)
Integrate your digital forms into your existing workflows. Avoid re-keying requests made by citizens on your self-service portal or contact center into your back-office fulfillment systems.Improve Call Center Customer Satisfaction (CSAT) scores
Present citizens with the information they need, enable them to make requests on their own and guide them through complex processes.Monitor and improve channel performance
Set KPIs to measure channel performance and align your channel strategy with changing user behaviors. Offer the right information at the right place to the right user.Collect citizen feedback and enhance your services
Ask for your citizen’s digital feedback after each transaction to get a better view of your services.Enable social messaging
The rapid expansion of social and instant messaging has now driven formerly ‘digitally-excluded’ citizens towards digital platforms. Enable social messaging and reach a wider demographic of people.Drive user behavior
Measure and monitor the performance of your service channels and improve self-service to meet constituent needs. Elevate channel shift by driving service requests from costly, human-assisted interactions to your most agile and efficient online channels.Keep traditional channels if necessary
Some citizens will always need your agent’s assistance. Elevating channel shift does not exclude the use of traditional communication channels. Maintain these channels for complex requests where your employees’ expertise adds real value to request fulfillment.Assist your agents real time
Enable your agents to perform their jobs effectively no matter where they are. Provide them with AI-driven, real-time, on-screen guidance on how to reduce handle times, stay compliant with processes and regulations and drive interactions towards positive outcomes.Enhance your knowledge management system
Help your agents find answers to complex questions easily. Our AI-powered technology can enable your employees to find up-to-date information quickly, follow decision trees to troubleshoot complex issues, and lower average handle time (AHT) while improving customer satisfaction.Maintain compliance with regulations and internal standards
Address data protection laws and industry-specific governance efficiently. Promote adherence to your internal processes. Build a culture of compliance that helps protect your organization from penalties and reputational damage, while increasing your service quality and building citizen trust.
With the help of Verint for Citizen Engagement
54%
online growth
Brisbane City Council have achieved 54% growth in their online services.
400%
increased speed of delivery
Hertfordshire County Council have increased their speed of service delivery by 400%.
85%
customer satisfaction
City of Edinburgh Council have increased their customer satisfaction from 70% to 85%.
Discover our products for elevated citizen engagement
Knowledge Management
Deliver the right knowledge, at the right time, to enable self-service, improve the consistency and quality of answers, and achieve compliance with regulations and company processes.
Workforce Optimization
Make better decisions, increase productivity and improve customer experience via recording, coaching and performance solutions. Empower your workforce to deliver an exceptional customer experience while also reducing costs.
Coaching Bot
Provide real-time assistance for your agents when they need it — elevating their performance by offering next best action suggestions and delivering significant ROI.
Solutions for 311 Centers
Provide your citizens with efficient, intuitive services. Leverage digital, self-service, and traditional service channels to deliver services beyond expectations.
Learn more about how we can help you succeed
Citizen Engagement Elevated
Demonstration of how a local government organization can easily manage various citizen requests end-to-end with the help of case management software solutions and automation. The demo shows how technology can help enhance citizen experiences, boost efficiency, and improve trust in local government.
Webinar
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