SANTA CLARA, Calif. and MELVILLE, N.Y., November 17, 2014 – KANA Software, A Verint®Company (NASDAQ: VRNT), today announced the City of San Antonio, Texas is using its Customer Mobile application and Open311 cloud infrastructure to help residents access information and request city services from their mobile devices anytime, anywhere.
San Antonio was the first U.S. government entity to leverage the Customer Mobile and Open311 cloud framework from KANA to support the integration of mobile as a 311 services channel. Its citizens can now self-report various issues—such as potholes, graffiti, traffic signal/sign maintenance, animal-related matters and trash/code concerns—from a variety of smartphones and other devices. Such reports are then logged in the city’s KANA-supported 311 system and automatically routed to relevant city departments, making it easier than ever for constituents to connect with city government in near-real time to streamline resolution.With their report submissions, residents can also attach photos, identify a location and check the status of a report.
The free San Antonio 311 app, available for Apple and Android mobile devices, including smart phones and tablets, is available for download at www.sanantonio.gov, the Apple App Store and Google Play Store for Android devices. San Antonio plans to offer a Spanish-language version of the app later this year.
San Antonio has a population of more than 1.3 million citizens. Adding mobile to the mix builds on the success of the San Antonio 311 system, which has been in place since April 2000. The city’s 311 call center is part of a citywide CRM business initiative that enhances customer service by focusing on improved communications, data tracking/reporting and overall service delivery performance. Customer service agents are available from 7 a.m. until 7 p.m. CT, Monday through Friday, and from 8 a.m. until 5 p.m. CT, Saturday and Sunday. The city’s 311 call center receives nearly one million calls annually.
“The city’s new San Antonio 311 app is a valuable and convenient resource that residents can use to connect and request services and be actively involved in their community,” says Paula Stallcup, assistant director of the city’s Communications and Public Affairs Department. “This is a great addition to the various online resources currently available to residents. San Antonio continues to make improvements to increase access and transparency for city services and the new technological methods by which citizens are engaged with the community.”
“Enabling citizens to report issues in a manner that’s easy and hassle-free, using their preferred channel of communication—such as a smartphone—really brings customer service to the citizen,” adds Steve Carter, senior director of public service accounts for KANA. “Our Mobile application and Open311 framework allow government agencies to extend their customer service offerings for self-service to their citizens without having to increase 311 call center staff. We’re pleased to support the city of San Antonio in its efforts to achieve improved efficiency of service delivery and transparency, and help it continue to build on the high levels of customer satisfaction it has achieved with its 311 operations.”
As local governments seek new ways to deliver better service at a lower cost, many are finding mobile applications offer an opportunity to engage with citizens to make communities safer, cleaner and better places to live. Customer Mobile from KANA is a cloud-based solution that allows citizens to take advantage of many smart phone features to quickly and accurately report issues, such as potholes, graffiti and street issues, as they move about the city and their neighborhoods. The mobile reporting incorporates photos, GIS locations and specific attributes of the issue. Reports can be passed directly through to service delivery teams without employees needing to re-key them.
The Customer Mobile and Open311 combination, which was implemented several years ago, enables the transmission of photos and GPS information to support the precise description and location of the issues in a format that San Antonio’s existing 311 system can track. It also provides the built-in ability for citizens to track the resolution of their issue, without the need to call the contact center, which helps minimize call volumes. Intelligent routing, based on levels of authority and service delivery targets, helps ensure issues are reported instantly to the responsible team for task execution. The service is hosted by KANA in the cloud via the software-as-a-service (SaaS) model, eliminating the need for capital expenditure on hardware or software.
KANA®, A Verint® Company, is a leading provider of cloud and on-premises customer service solutions. KANA helps global organizations—including many of the Fortune 500, mid-market businesses and public sector agencies—optimize their engagements with consistent and contextual customer journeys across agent, web, social and mobile experiences. Using KANA solutions, organizations can reduce operational costs, increase resolution rates and improve brand loyalty. Learn more at www.kana.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, over 10,000 organizations in more than 180 countries—including over 85 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.
1 Accenture Consulting, “Compliance: Dare to be Different, 2017 Compliance Risk Study”
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