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Verint Case Management Professional

Verint Case Management Professional

Overview

What is Verint Case Management Professional?

Verint® Case Management Professional™ is a cloud-based service that enables two distinct use cases for two distinct markets - Citizen Engagement and CCaaS.Citizen EngagementVerint® Case Management Professional™ automates customer/citizen interactions across both assisted and self-service channels, enabling engagement across hundreds…

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Pricing

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Verint Case Management Professional

Verint Case Management Professional

N/A
Unavailable

What is Verint Case Management Professional?

Verint® Case Management Professional™ is a cloud-based service that enables two distinct use cases for two distinct markets - Citizen Engagement and CCaaS. Citizen Engagement Verint® Case Management Professional™ automates customer/citizen interactions across…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Details

What is Verint Case Management Professional?

Verint® Case Management Professional™ is a cloud-based service that enables two distinct use cases for two distinct markets - Citizen Engagement and CCaaS.

Citizen Engagement
Verint® Case Management Professional™ automates customer/citizen interactions across both assisted and self-service channels, enabling engagement across hundreds of city / local government services whilst maximizing the opportunity for self-service.

The solution helps users to achieve greater channel shift for top 10 services by volume, and a higher percentage of of service requests completed on time.

CCaaS
Verint® Case Management Professional™ improves AHT, FCR and CSAT by enhancing the capabilities of CCaaS desktops with intelligent scripting and case management. Agents can resolve account queries, log requests and more all within a single integrated desktop. Logged requests can then be managed within their required SLAs.

This application helps customers to increase in First Contact Resolution (FCR), and improve contact center service level.

Verint Case Management Professional Screenshots

Screenshot of Case Management Professional: Customer PortalScreenshot of Case Management Professional: Reporting an IssueScreenshot of Case Management Professional: Employee DesktopScreenshot of Case Management Professional: Submit an Issue

Verint Case Management Professional Videos

This video shows how Verint Case Management can enhance the capabilities of CCaaS desktops with intelligent scripting and case management improving AHT, FCR and CSAT.
This video shows how Verint Case Management automates customer/citizen interactions across both assisted and self-service channels, enabling engagement across hundreds of city / local government services whilst maximizing the opportunity for self-service.

Verint Case Management Professional Integrations

Verint Case Management Professional Competitors

Verint Case Management Professional Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Mobile Web
Supported CountriesGlobal
Supported LanguagesEnglish, Spanish, French, and others available upon request.

Verint Case Management Professional Downloadables

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Comparisons

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Reviews and Ratings

(5)

Attribute Ratings

Reviews

(1-1 of 1)
Companies can't remove reviews or game the system. Here's why
August 30, 2023

Verint Case Management Professional Review

CH
Chris Hobden
Systems Analyst
Region of Waterloo (Government Administration, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
So the main basis of this application is for our contact center. It is our CRM tool that we use so that the CSRs receive a call from a citizen and they'll use the application to work through their call flow. With that tool though, it is so powerful that it can go beyond that. So we're now branching into other areas of using that Case Management Pro to grow and think outside of the box.
Pros and Cons
  • Forms. So part of this suite is forms, it's like a web builder and you can create dynamic forms. So as an example, we have a waste collection form and you build your standard form, but you can enhance it using your other application data and it becomes a very AI driven form, which is very, very advanced for forms in many of the applications. So it's really cool stuff that we can do because of the flexibility.
  • I think if they continue to build out the flexibility of their platform, they're integrating knowledge professional into the CRM tools. So I think if they further that and develop that integration and then start further integrating to other variant products, I think it will be a well-rounded suite at that point. I think that's really where they need to focus.
Likelihood to Recommend
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.
Most Important Features
  • Forms
  • Security
  • Ease of use
Return on Investment
  • We have been able to use the platform to handle non contact centre workflows.
Alternatives Considered
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.
Users and Roles
200
Contact Centre and back office
Support Headcount Required
2
Light programming skills
Business Processes Supported
  • Citizen service requests processing
  • back office accountability
  • Organization reporting
Innovative Uses
  • created a scheduling application from Forms
  • Created an on call process using Forms
Future Planned Uses
  • Connecting forms to our LMS to handle data transformation
  • HR integration
Likelihood to Renew
10
Amazing product with unlimited uses
Products Replaced
No
Key Differentiators
  • Cloud Solutions
  • Scalability
  • Integration with Other Systems
  • Ease of Use
Ease of use allows users to focus on other tasks.
Evaluation Lessons Learned
NA
Support Rating
10
Support has been strong. Quick answers most times and when the answer isn't quick communication has been great.
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