Verint for Citizen Engagement

Simplify, modernize and automate citizen engagement and transform your service delivery. Respond to the COVID-19 crisis with Verint solutions specifically designed for public sector and government services.

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Adapt and deliver new services using investments you have today

The COVID-19 crisis is unprecedented and is creating significant additional demand for government services that are already under pressure.

Verint is here to help address the challenges confronting state and local government organizations, as well as other public sector and non-profit bodies as they strive to deliver essential services, help manage this crisis and protect the public.

Watch our on-demand webinar, Managing Citizen Engagement and Service Delivery Through and Beyond Uncertain Times to discover ideas and look at how public services and non-profit organizations around the world are using the technology at their disposal to respond to the demands being placed on them.

 

Watch The Webinar

A new solution is also available to help manage vulnerable ‘shielded’ citizens and community volunteers during the COVID-19 pandemic. Watch our free, demonstration webinar to see how this solution works.

Watch The Demo Webinar
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Citizen-Centric Service

Let’s face it: Governments must offer their citizens many different and complex services, and it’s hard to deliver them efficiently.

More and more, government citizen service centers are relying on digital channels to help make a huge number of services as accessible and efficient as possible.

While digital channels are important to your citizen engagement strategy – and you may even be taking a digital first approach to service delivery – it is also possible that they are not fully delivering the benefits you expected. Perhaps that’s because these services have not been designed from the citizen’s perspective.

Verint can help you simplify, modernize and automate your services.

3 Steps to Transforming Citizen Engagement

Engagement in the always-on era: How humans and technology work hand-in-hand to meet rising expectations

  • 78%

    would welcome technology at work that helps give them the right information at the right time.

  • 34%

    prefer to use online self-service, making it the most popular way to engage.

  • 60%

    of customers expect to be able to engage on any channel at any time.

How can we simplify citizen services?

Government digital services need solutions that are open, easy to deploy, simple to use, and help reduce complexity. They also need solutions that connect and share data with other systems used to deliver customer-facing services.

Your government service center probably offers ten or twenty times as many services and processes as the average commercial organization.

With so many services to provide, it’s little wonder that many customers get confused, can’t find what they want, or use the wrong service when they try to access them online. Many will give up trying and call your contact center, creating additional work for what is essentially a straightforward request.

Even your own employees can be frustrated when tracking down a service, form or process that they know is there – but don’t seem able to pin down.

Woman in office working on laptop

Game-changer: Simple, fast, and reliable search

Verint’s Customer Portal and Knowledge Management capabilities can do just that, making it simple to tailor the user experience – for citizens and employees alike.

We can make finding and accessing services as intuitive to use as popular commercial services, adapting to how citizens think of your services and accessible on their devices of choice.

It’s straightforward to automate the end-to-end fulfillment of service requests. Citizens can track the progress of their cases online to help reduce the volume of follow-up calls.

Find out more – read the Knowledge Management eBook
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Can we modernize citizen services?

Make your services work the way you know they can. If services are easy to find and easy to use, more citizens will self-serve.

This gives your employees the space to deal with cases that require their special knowledge and expertise.

So, why not provide a truly modern portal that doesn’t rely on long menus of service choices – but can instead offer up exactly what the citizen requires based on a simple search term?

And why not encourage greater engagement by supporting the messaging platforms that citizens are already using?

Watch On Demand: Government & Public Sector Webinar
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Of course, some citizens will always need assistance

But what if your service processes can be delivered across channels – mobile web, desktop browser, employee desktop? What if your staff can start new cases, or pick up existing ones, when the citizen has already done some of the work but needs help to finish it?

Verint’s customer portal capabilities feature integrated forms and process management functionality to help make it easy to design new citizen service processes and data collection forms. Once these are deployed, they are accessible across many different channels.

Citizens and employees can see different presentations and options, but the process remains the same – whether the citizen is self-serving online or being assisted by a contact center representative.

Trust Verint to help modernize your services for the future

Want a smooth transition to the cloud? Automated upgrades, security testing, resilience and backup and restore are all part of the Verint Cloud.

Need to integrate citizen services to back-office fulfillment systems? Our open platform approach makes it easy.

Want intelligence and insight to support strategic decision making? A pre-built data model and reports for Microsoft Power BI ® can put analytics in your hands, helping you drive continuous improvement and service quality.

Find out how to modernize citizen services
Woman on chair on laptop

How do we automate processes?

Get serious about automation.

If you can optimize your citizen service processes – for online access and efficient processing – you can also think about automating some of them completely.

Verint’s automation and artificial intelligence (AI) capabilities can help you reduce the cost and errors associated with manual work — as well as enhance customer experiences to be faster, personalized, and more enjoyable.

If processes can be fully automated, it will eliminate the need for unnecessary manual steps. Reducing workload and processing time.

How does that work?

Verint provides capabilities that can give you a simple, intuitive way to build automated rules and workflows — and eliminate manual tasks through integration to external back-office systems

Service requests – initiated by the citizen or an employee – can be automated through to fulfillment and completion without the need for any additional intermediate processing.

Re-processing and re-keying in the “middle office” can become a thing of the past. Workloads are reduced and processing time streamlined. And your citizens and employees can benefit from faster, more helpful and cost-effective interactions – delivering the benefits you are looking for.

Find Out More

Public Sector Solutions to Help You Succeed

Featured Public Sector Resources

  • Using Cloud Technologies on AWS Marketplace to Provide Frictionless Constituent Engagement and Services Experiences Verint solutions on AWS Marketplace can help government leaders solve common challenges and modernize constituent engagement using AWS services such as LEX, Amazon Connect, Rekognition and Alexa.
  • AWS Marketplace Verint Citizen Engagement solutions are available in AWS Marketplace.
  • Safeguarding Citizens in Times of Crisis Find out how governments at all levels, as well as voluntary and non-profit organizations can respond the new and unanticipated challenges caused by COVID-19.
  • Managing Citizen Engagement and Service Delivery Through and Beyond Uncertain Times Watch our webinar addressing the challenges confronting state and local government organizations, other public sector and non-profit bodies as they strive to deliver essential services, help manage this crisis and protect the public.
  • Protecting Vulnerable ‘Shielded’ Citizens with Verint COVID-19 Shield Verint COVID-19 Shield is a is 100% cloud-based, immediately available solution that can help manage vulnerable ‘shielded’ citizens during the Covid-19 pandemic.
  • Region of Waterloo Region of Waterloo transforms digital service delivery and outcomes with Verint Engagement Management Professional, ensuring residents receive prompt and efficient multichannel local government services.
  • Knowledge Management Find out how Knowledge Management software solutions can help your organization increase employee efficiency and enhance citizen engagement and satisfaction.
  • What’s Next for Smart Cities Find out why successful smart cities will need more than a network of sensors.
  • The City of Edinburgh Council Read how the CEC leveraged Verint Engagement Management Professional to increase customer satisfaction and implement a digital-led, simple, and efficient customer journey.