Name: Verint Case Management Professional (Citizen Engagement)
Uploaded: 2023-06-08T12:35:18.000Z
Duration: 3 min 8 s
Description: 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.

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Verint Case Management Professional

Case Management Software approaches the task of dealing with work to be done to achieve a customer-centric outcome, which is generally not repeatable. Cases are responses to customer problems, claims, or requests that require intervention by skilled knowledge workers, and cannot be handled by straight-through automated processing.

Case Management

Government Administration

Region of Waterloo

Systems Analyst

Likelihood to Recommend

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Case Management Professional: Customer Portal

Case Management Professional: Reporting an Issue

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"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.

00:00 Introduction
00:04 Describe how you use this product in your organization and what business problems it solves?
00:37 What does this product do particularly well?
01:15 What are some areas where this product could be improved?
01:46 On a scale of 1-10, how likely are you to recommend this product if asked by a colleague?
01:50 Describe specific scenarios, based on your experience, where this product is well-suited and where it is less appropriate?
02:16 What other products like this have you used or evaluated?
02:47 Does this product deliver value for the price?
03:15 Are you happy with the feature set?
03:19 Did this product live up to sales and marketing promises?
03:22 Did implementation go as expected?
03:37 Would you buy this product again?

<div><p><b>Verint® provides an open platform, powered by data and bots, to  drive CX automation</b>. It was built to increase your CX automation and deliver AI business outcomes now.</p><p><br></p></div><div><p>We draw on the latest advancements in artificial intelligence, open integration, and the science of customer engagement to enable organizations to respond to an ever-increasing number of customer interactions over their channels of choice.</p></div><div><p><br></p></div><div><p><b>Explore Verint Open Platform:</b> </p></div><div><ul><li><p>Verint Open Platform delivers fast ROI and best-of-breed CX automation via AI-powered bots and an <b>Open CCaaS architecture</b>.  </p></li><li><p>Verint Da Vinci™ AI <b>injects AI directly into workflows</b> and puts AI at your fingertips. </p></li><li><p>The Verint Engagement Data Hub helps <b>deliver fresh insights by breaking down data siloes</b> and making interaction and experience data from all channels available for analysts in an open, unified, and cohesive way.</p></li></ul><div><br></div></div><div><p>Verint customers include Costco Wholesale, Google, Humana, Lyft, Microsoft, Navy Federal Credit Union, and more.</p><p><br></p></div><div><p>It’s time to open your brand to new customer engagement possibilities. </p></div>

Verint

A buyer's guide - How to Select Your 311 / CRM Software in 2023

Case study - The City of Edinburgh Council

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.

Verint Case Management Professional (CCaaS)

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 (Citizen Engagement)

Verint Case Management Professional 2023-08-29 10:28:47

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Case Management Software

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.

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.

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

Citizen service requests processing
back office accountability
Organization reporting

created a scheduling application from Forms
Created an on call process using Forms

Connecting forms to our LMS to handle data transformation
HR integration

Cloud Solutions
Scalability
Integration with Other Systems
Ease of Use

Online Forms
Process Management
3rd party application integrations

To build complex forms you need to understand JavaScript

Verint Case Management Professional

Overview

What is Verint Case Management Professional?