CRM Solutions for 311 Contact Centers
Elevate your citizen engagement with our solutions. Provide your citizens with efficient, intuitive services. Leverage digital, self-service, and traditional service channels to deliver services beyond expectations. Boost efficiency and reduce costs through integrated services. Drive increased employee engagement and performance.
Citizen Engagement Elevated
Our CRM software cloud solution is designed to solve the challenges of 311 response centers.
Do more with less
Guide to Public Sector Channel ShiftIncrease efficiency, reduce costs, retain your employees, and meet citizen needs – all on a limited budget.
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.
Increase citizen satisfaction
Learn what US citizens think about their experiencesEnable your citizens to get answers to their questions, request services, and track progress online.
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 any time, anywhereProvide your employees with the flexibility to work from anywhere while maintaining service quality and compliance.
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 to:
- Turn a downpour of citizen requests into streamlined, trackable, actionable service requests.
- Automate your processes and reduce manual request management.
- Monitor key performance indicators such as average handle time (AHT), first-time resolution (FTR) and customer satisfaction (CSAT).
Drive citizen satisfaction by collecting customer feedback, identifying areas for improvement, and enhancing staff training.
Request a demoKey features of Verint for Citizen Engagement
Automate high volume, routine requests
Enable your citizens to transact online without human intervention, through a secure, mobile-responsive customer portal. Guide your citizens through service request processes and provide them with automatic progress updates.
Watch how it works
Integrate without middleware
Reduce total cost of ownership (TOC) by integrating without the use of middle-ware and eliminating the need for re-keying requests made in your contact center manually. 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.
Watch the videoEnable your citizens and employees to find what they need
The solution’s knowledge management capability supports completing both self and assisted queries. Equipped with the capability to display suggested information proactively, to find information on your organization’s website and a solution-managed knowledge base, and to enable users to find information “in their own words”, the solution can improve channel shift and average handle time.
Watch the webinarConfigure 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 can also 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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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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