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Public Sector & Government Customer Experience Solutions
Verint delivers public sector CX solutions for federal, state, and local agencies, with 20+ years of experience powering citizen engagement, contact center operations, and back-office case management.
Our Customers
City, borough, municipality, central and federal authorities are part of our public sector solutions . Verint helps deliver outstanding citizen experiences across all tiers of government around the world.
Purpose-built software solutions designed for the community you serve
Public sector organizations and government agencies are delivering a wide variety of services. This results in special challenges, requiring specifically tailored public sector technology and expertise. With more than 20 years of working with organizations across all tiers of government, we offer purpose-built, cloud solutions to enable you to better serve your community. Verint public sector & government CX solutions cover the full citizen experience – from self-service, through contact center voice and digital channels, to back-office case management and workforce engagement. Discover our digital solutions that help streamline government processes, boost efficiency, and cut costs.
How technology can help drive efficiency and CX in the Public Sector
Achieving effortless efficiency is a constant challenge for public sector organizations. Watch this three-part webinar series sponsored by TTEC Digital and learn more about:
- Key considerations for public sector agencies seeking FedRAMP certification.
- How AI and CX Automation capabilities can help you power up your operations and better serve constituents faster without increasing resources.
- How to address the specific needs of your community and reduce costs.
- How you can best use the data you already have and access industry insights.
Digital services for the always-on citizen
Residents expect public services and information to be available 24/7.
Deliver digital customer services over a variety of channels. Enable self-service via web and mobile applications. Integrate knowledge management and case management solutions for increased operational efficiency and enhanced user experience.
Smart solutions for 311 / Customer Services
Residents expect to be able to engage with local authorities at any time, often without having to speak to a member of your staff. Budget constraints are also forcing change. Forward-thinking government agencies are turning to cloud and self-service technologies that can help:
- Minimize call volumes and help citizens transact online.
- Provide their constituents with guided interactions.
- Automatically send notifications to citizens about the progress of their service requests.
- Configure and deploy new services without having to rely on IT.
- Enhance compliance with internal processes.
- Access real time insights and CRM analytics.
Enhancing emergency services, building citizen trust
Capture, archive, manage, and retrieve mission-critical information in your public safety answering point (PSAPs) – and other emergency call handling facility – to improve emergency response, accelerate incident-reconstruction and strengthen citizen trust.
Mission-critical insights right at your fingertips
Leverage an NG-9-1-1-ready, multi-channel call logging and incident reconstruction tools, specifically designed for PSAPs.
Now you can:
- Reduce the complexity of multi-channel recording.
- Turn multi-modal data into actionable insights.
- Improve response times.
- Accelerate incident reconstruction and save time with streamlined processes.
- Improve employee engagement, employee experience and call-taker training.
Create inspiring learning communities
Educational institutions are increasingly turning to technology to create personalized learning experiences.
We can enable you to:
- Support collaborative learning.
- Deliver a platform for knowledge sharing and community building for educators and students.
- Manage community data while maintaining compliance.
- Provide your students with 24/7 support.
Differentiate with outstanding patient experiences
Balancing intense competition and budgetary pressures is a common challenge healthcare organizations navigate, impacting their operations . With Verint, you can improve service quality, increase efficiency, and reduce costs.
Now you can:
- Improve service levels across multiple channels.
- Build an enhanced knowledge management system and relay accurate information to your patients and agents.
- Increase agent productivity and elevate customer satisfaction.
- Comply with internal processes and data protection regulations.
Handle with care: HIPAA Compliance
Verint can help you address common data protection challenges – such as meeting the privacy and security requirements set forth in the Health Insurance Portability and Accountability Act (“HIPAA”) and the Health Information Technology for Economic Clinical Health (“HITECH”) Act. Our solutions are designed to meet the specific data protection needs of healthcare organizations. Secure your users data with management and automation tools specifically designed for public services.
Digital services for the always-on citizen
Residents expect public services and information to be available 24/7.
Deliver digital customer services over a variety of channels. Enable self-service via web and mobile applications. Integrate knowledge management and case management solutions for increased operational efficiency and enhanced user experience.
Smart solutions for 311 / Customer Services
Residents expect to be able to engage with local authorities at any time, often without having to speak to a member of your staff. Budget constraints are also forcing change. Forward-thinking government agencies are turning to cloud and self-service technologies that can help:
- Minimize call volumes and help citizens transact online.
- Provide their constituents with guided interactions.
- Automatically send notifications to citizens about the progress of their service requests.
- Configure and deploy new services without having to rely on IT.
- Enhance compliance with internal processes.
- Access real time insights and CRM analytics.
Enhancing emergency services, building citizen trust
Capture, archive, manage, and retrieve mission-critical information in your public safety answering point (PSAPs) – and other emergency call handling facility – to improve emergency response, accelerate incident-reconstruction and strengthen citizen trust.
Mission-critical insights right at your fingertips
Leverage an NG-9-1-1-ready, multi-channel call logging and incident reconstruction tools, specifically designed for PSAPs.
Now you can:
- Reduce the complexity of multi-channel recording.
- Turn multi-modal data into actionable insights.
- Improve response times.
- Accelerate incident reconstruction and save time with streamlined processes.
- Improve employee engagement, employee experience and call-taker training.
Create inspiring learning communities
Educational institutions are increasingly turning to technology to create personalized learning experiences.
We can enable you to:
- Support collaborative learning.
- Deliver a platform for knowledge sharing and community building for educators and students.
- Manage community data while maintaining compliance.
- Provide your students with 24/7 support.
Differentiate with outstanding patient experiences
Balancing intense competition and budgetary pressures is a common challenge healthcare organizations navigate, impacting their operations . With Verint, you can improve service quality, increase efficiency, and reduce costs.
Now you can:
- Improve service levels across multiple channels.
- Build an enhanced knowledge management system and relay accurate information to your patients and agents.
- Increase agent productivity and elevate customer satisfaction.
- Comply with internal processes and data protection regulations.
Handle with care: HIPAA Compliance
Verint can help you address common data protection challenges – such as meeting the privacy and security requirements set forth in the Health Insurance Portability and Accountability Act (“HIPAA”) and the Health Information Technology for Economic Clinical Health (“HITECH”) Act. Our solutions are designed to meet the specific data protection needs of healthcare organizations. Secure your users data with management and automation tools specifically designed for public services.
Foundations for engendering security and trust
Building and maintaining citizen trust requires handling data with care and complying with data privacy laws – such as GDPR, CCPA, HIPAA, SOC2, PCI4, ISO 27001 and more. You must also mitigate the risks of fraud and identity theft.
Verint offers secure solutions to help your team meet data security standards, promote process adherence, and enhance the security of interactions. For federal agencies, the Verint FedRAMP page provides current security authorization status and government compliance certifications.
From Request to Resolution: Intelligent Virtual Assistants for Public Sector Agencies
In this webinar, we’ve shared real-life public sector IVA use cases, with an exclusive glimpse into South Staffordshire Council’s ongoing journey to implementing IVA. Watch now and discover how IVAs can help public sector teams:
- Deliver personalized, self-service support across voice and digital service channels.
- Reduce call volumes, so staff can focus on higher, human-centric workvalue and focus on humancentric work.
- Boost resident satisfaction while keeping operational costs in check.
If you’re curious about AI in government, have concerns, or simply want to understand what’s possible right now, this webinar will give you clarity and practical next steps.
“The City of Edinburgh Council increased customer satisfaction from 70% to 85% with Verint. Some vendors shoe-horned their solution to meet our goals, Verint was fit for purpose from day one. The rich, out-of-the-box functionality was ideal for a public authority like the City of Edinburgh Council.”
Verint Solutions for Public Sector Organizations
Verint offers solutions to meet the needs of government and public sector organizations of all sizes.
Citizen Engagement
Take control of both self-service and assisted-service with engagement management solutions that help you deliver across any channel.
Public Safety
Capture, retrieve, and archive voice, screen, video, mobile, face-to-face, and text interactions. Gain deeper insight into emergency response, public safety, and control room operations.
Workforce Optimization
Increase employee productivity, automate activities, and drive process consistency while reducing costs. Plan, forecast, and align your team to help achieve service delivery goals.
Verint Communities
Engage and listen to citizens and employees on an ongoing basis. Understand their motivation, satisfaction, and interest levels; and use this insight to cultivate better experiences for them.
Verint IVA
Automate customer interactions, improve customer experiences, and increase contact center capacity with AI-powered virtual assistants.
Verint Channel Automation
An omnichannel agent desktop to increase agent capacity with AI-powered workflows.
Government Workforce Management and Verint solutions
Government workforce management for contact centers
Government contact centers operate under unique operational constraints. Fixed budgets that do not flex with demand. Union and civil service rules that shape scheduling. Predictable but highly variable demand patterns – from tax season and open enrollment to emergency events and election cycles. They also face ongoing pressure to deliver consistent citizen services within existing staffing levels. Verint Workforce Management is designed to help address these requirements.
- AI-powered forecasting for government demand patterns. Model seasonal cycles, weather-related surges, and regulatory deadlines within a unified forecasting framework, planning accurately for predictable events like tax season and open enrollment.
- Scheduling for budget-constrained agencies. Verint WFM helps organizations make more effective use of the workforce they already have by supporting cross-training across service areas and part-time and seasonal scheduling.
- Compliance-aware scheduling for government. Bake union work rules, civil service shift requirements, and training currency for licensed agents directly into the scheduling logic, supporting compliance and reducing the need for manual supervisor adjustments.
- Self-scheduling for government contact center agents. Verint TimeFlex Bot lets agents manage their own schedules within defined service-level guardrails. This provides greater flexibility for employees while maintaining supervisor oversight.
AI that delivers real resolutions for government agencies
Verint IVA combines generative AI, agentic AI, and natural language understanding to resolve constituent interactions end-to-end across voice and digital channels. It listens, understands, and acts – completing tasks rather than handing them off to agents. The result: higher containment, lower cost-to-serve, and faster service delivery for citizens and government contact centers alike.
- Higher containment, lower cost-to-serve. Resolve more constituent interactions without agent intervention, reducing cost per contact while improving citizen satisfaction across federal, state, and local services.
- End-to-end task completion. Process eligibility checks, status updates, permit and licensing actions, and multi-step service requests autonomously, not just answer questions.
- Voice and digital in one platform. Deploy across every channel from a single environment, with consistent constituent experience across 311 lines, agency contact centers, and digital self-service.
One desktop. Every channel. More capacity.
Verint Channel Automation unifies every customer engagement channel – voice, digital, messaging, chat, social – in a single agent desktop. The result: increased agent capacity, faster resolutions, and consistent customer experiences regardless of where the conversation starts.
- One desktop, every channel. Voice, chat, email, messaging, and social all in a single agent workspace, with full interaction history preserved across channels so agents never have to ask customers to repeat themselves.
- Real-time AI agents. Verint Copilot Bots embed directly in the workspace to assist agents in the moment – surfacing next best actions, retrieving knowledge in context, automating after-call work, and providing real-time coaching during live interactions.
- Embedded automation across channels. Deploy Verint IVA on any voice or digital channel to resolve routine interactions at scale, with full context passed to human agents when needed.
Featured resources
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
Frequently asked questions
Government CX is the customer experience federal, state, and local agencies deliver to citizens, constituents, and businesses through their contact centers, websites, mobile apps, in-person services, and other channels. Government CX software includes citizen engagement platforms, contact center solutions, workforce management, and analytics specifically designed for the procurement, compliance, and vertical requirements of government agencies.
Verint Workforce Management supports government contact centers by combining AI-powered forecasting, compliance-aware scheduling, and intraday optimization within a single platform. The solution can help address government-specific demand patterns, including seasonal cycles, enrollment periods, emergency events, and election-related activity, while supporting scheduling within budget-constrained workforces and civil service or union requirements. Capabilities include compliance-aware shift management and self-scheduling through Verint TimeFlex Bot, enabling agencies to balance workforce flexibility with oversight.
311 is a non-emergency municipal service channel that handles citizen requests, complaints, and information across local government services – from service requests to permits and general inquiries. Verint solutions for 311 centers support guided self-service, automated case management, status notifications, and CRM-level analytics. These capabilities can help municipalities improve request handling efficiency, increase visibility into service performance, and enhance the citizen experience.
Government contact center modernization typically involves a combination of cloud migration, AI-powered self-service, automated quality management, workforce management, and analytics that provide insight into citizen interactions and operational performance. Verint supports these initiatives with solutions designed to integrate into existing environments while enabling new capabilities such as automation and analytics at scale. Government CX initiatives, including those driven by Executive Order 14058, continue to shape and accelerate modernization priorities across agencies.
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