What is Verint Case Management Professional [Citizen Engagement]?

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.

Categories & Use Cases

Media

Case Management Professional: Customer Portal

Case Management Professional: Reporting an Issue

Case Management Professional: Employee Desktop

Case Management Professional: Submit an Issue

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Chris Hobden

Systems Analyst in Human Resources at Region of Waterloo (501-1000 employees employees)

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

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.

Cons

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.