Verint for Citizen Engagement
Elevate your citizen engagement by transforming your service delivery with our cloud solutions. Leverage digital, self-service, and traditional service channels to deliver services beyond expectations. Boost efficiency and reduce costs through integrated services. Improve agent performance and employee satisfaction.
Solutions for 311 Centers
Our Customers
City, borough, municipality, central and federal authorities.
Verint helps deliver boundless citizen experiences across all tiers of government around the world.
The citizen takes center stage
Across the world, there is an increasing focus on improving citizen engagement and user experiences with public services. As citizen expectations are increasingly influenced by commercial entities, digital transformation has become a cornerstone of constituent engagement strategies.
Elevate your public services to the next level by delivering digital services designed from the citizen’s perspective.
Channel Shift: a New Public Sector KPIWhat is Verint for Citizen Engagement?
Verint for Citizen Engagement is a cloud-based platform designed to enable your digital-first customer service strategies. Based on Verint’s Case Management, Knowledge Management, and Messaging Cloud products the solution:
- Automates citizen interactions across both assisted and self-service channels.
- Enables engagement across hundreds of services.
- Maximizes the opportunity for self-service.
The solution’s low-code/no-code environment empowers you to onboard new services and modify existing ones quickly and easily.
Watch how it worksThe Challenges We Solve
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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)
Read our guide to local government channel shift
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
Read: Boundless Citizen Engagement
Ask for your citizen’s digital feedback after each and every transaction to get a better view on your services. -
Enable social messaging
The pandemic has driven a wider adoption of social and instant messaging – even among formerly “digitally-excluded” citizens. 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
Expert’s view: Citizen Engagement Channel Shift Elevated
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
Help your agents 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
See how San Francisco 311 enables remote work with Verint
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.
With the help of Verint for Citizen Engagement
- 54%
online growth
Brisbane City Council have achieved 54% growth in their online services.
- 400%
increased speed of delivery.
Hertfordshire County Council have increased their speed of service delivery by 400%.
- 85%
customer satisfaction
City of Edinburgh Council have increased their customer satisfaction from 70% to 85%.
Discover our products for elevated citizen engagement
Learn more about how we can help you succeed
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
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Citizen Engagement Elevated
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