NeoCase vs. Verint Case Management Professional [Citizen Engagement]

Works well as an employee self service solution as well as case management for report requests. Electronic forms and routing are limited but are somewhat effective, depending of the requirements.

Incentivized

So it's definitely well suited for government. That was the framework for it, but again, it can be utilized by anybody. It's a case management system that has a very powerful form tool that can be very flexible and incorporated to anything as we've used it in that form.

Incentivized

• Neocase allows for case tracking and metrics reporting.
• Neocase allows employees to search for answers in the knowledge base for quick resolutions to many of their needs.
• Neocase significantly reduces the number of incoming phone calls and emails which disrupt our daily office routine.

Incentivized

• There is room for improvement in how Neocase manages form creation - this is an area that could be of great benefit - electronic forms as opposed to paper would benefit many companies looking for paperless solutions.
• Routing capabilities could be improved to allow robust routing of electronic forms for approval purposes (those requiring multiple approvers

Incentivized

Amazing product with unlimited uses

Incentivized

Support has been strong. Quick answers most times and when the answer isn't quick communication has been great.

Incentivized

So again, it's been our only CRM for 10, 11 years. So I really haven't had much flexibility outside just more of what you hear, but what I have seen, they don't have the flexibility in their form software for building their service requests because that's really what the forms are used for, is to collect the data from the citizen and then creates a case.

Incentivized

• Transition to Shared Service environment for 32 entities
• Streamlined request management
• User satisfaction

Incentivized

• We have been able to use the platform to handle non contact centre workflows.

Incentivized