Verint for Citizen Engagement

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.