CRM Solutions for 311 Contact Centers
Elevate your citizen engagement and improve public trust with our software solutions. Provide your citizens with efficient, intuitive services. Leverage digital, self-service, and traditional service channels to deliver services beyond expectations. Boost operational efficiency, optimize operations and reduce costs through integrated services. Streamline service across your departments and avoid duplicate requests. Enable granular reporting and data analysis for data driven decisions. Collect feedback from your residents interacting with your government services on multiple channels. Drive increased employee engagement and performance.
Citizen Engagement Elevated
Our CRM software cloud solution, which includes citizen request management features, is designed to solve the challenges of 311 response centers, local governments, and non-emergency services. Automate processes, collect and manage digital data, and improve citizen interactions resulting in lasting citizen relationships.
Do more with less
Guide to Public Sector Channel ShiftIncrease operational efficiency for agencies , reduce costs, retain your staff members, and meet the specific needs of your citizens – all on a limited budget.
Increase citizen satisfaction
Learn What US Citizens Think About Their ExperiencesEnable your citizens to get answers to their questions, submit service request, get automatic status updates, track progress online, and share feedback.
Measure performance
Watch: Boundless Citizen EngagementStart measuring channel shift and set channel KPIs such as the percentage of services to be completed via self-service.
Enable hybrid work
See How Supervisors Can Assist Agents Anytime, AnywhereProvide your employees with the flexibility to work from anywhere while maintaining service quality and compliance with an innovative 311 CRM system. Allow field staff to add notes and attach files to open requests while on the go.
Maximize self-service
Expert's View: Channel Shift ElevatedEncourage citizens to use self-service channels instead of calling your contact center for routine inquiries and requests. Enable residents to submit their requests or report an issue using their mobile devices.
Meet your 311/CRM solution
Verint for Citizen Engagement is a flexible, scalable, and customizable solution built for meeting the unique needs of the community you serve.
Powered by AI-driven technology, the solution can help you:
- Turn a downpour of citizen requests into streamlined, trackable, actionable service requests.
- Create automated your workflows and processes, route requests to the correct department, and reduce manual request management.
- Monitor key performance indicators such as average handle time (AHT), first-time resolution (FTR), and customer satisfaction (CSAT) and enable intuitive reporting to your team.
Drive citizen satisfaction by collecting customer feedback, identifying areas for improvement, and enhancing staff training.
Request a DemoKey features and benefits of Verint for Citizen Engagement
Automate high volume, routine requests and allow residents to submit requests on multiple channels.
Automate high volume, routine requests
Enable your citizens to transact online without human intervention, through a secure, mobile-responsive web portal and customer portal. Guide your citizens through resident service request processes and provide them with automatic progress updates and notifications.
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Integrate without middleware
Enhance your operations and reduce total cost of ownership (TOC) by integrating without the use of middleware and eliminating the need for re-keying requests made in your contact center manually. Reduce the amount of administrative work required from your agents. The solution’s integration capability also enables integration with third-party reporting tools (such as Microsoft Power BI), enterprise systems, (such as CCaaS, GIS, IDP, and Microsoft Office), and third-party systems.
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Enable your citizens and employees to find what they need
The solution’s knowledge management capability supports completing both self and assisted queries and helps your team members and residents find all the important information they need. Equipped with the capability to proactively suggest information, retrieve data from your organization’s website and knowledge base, and enable users to search “in their own words”, the solution can improve channel shift and reduces average handle time. Have a legacy knowledge management system? No problem, we can easily integrate insights from other systems creating a single platform for more efficient knowledge management. Request a demo and see the benefits of a single system.
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Configure processes rapidly, independently from your supplier
The solution enables both business and technical users to configure new citizen applications, service requests and other customer service processes quickly and easily. Technical users has the ability to configure integrations between the Verint for Citizen Engagement solution and other, third-party systems. Business users can configure knowledge articles, and customize the customer portal’s functionalities and look and feel.
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