Case Management
Citizen Engagement
Digital First Engagement
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Elevate your public services to the next level by delivering digital services designed from the citizen’s perspective.
Public Sector organisations deliver a wide variety of citizen services. As citizens become more comfortable with requesting help, goods and services online, their demand for digital self-service delivery of public services has increased. Managing this increasing demand within limited resources demands a transformation in public service delivery, quality and efficiency. This results in special challenges, requiring specialised public sector solutions.
Coping with rapid operational and policy changes brings with it a pressing need to connect departmental silos of data and processes, to unleash efficiencies and elevate citizen experience. IT Solutions and Verint offer purpose-built, cloud solutions to enable public sector organisations better serve your community.
IT Solutions help local authorities elevate citizen engagement to a new level, transforming your digital service delivery capabilities with our cloud based platform.
Verint for Citizen Engagement is a cloud-based platform designed to comprehensively enable your digital-first customer service strategies. Based on Verint’s Case Management, Knowledge Management, and Messaging Cloud proven capabilities, the solution is widely used and proven within many local authority and public service organisations, helping them transform their public service delivery and citizen engagement services. Verint for Citizen Engagement helps facilitate this digital transformation:
Local governments must offer their citizens many different and complex services, and it’s hard to deliver them efficiently. They need solutions that are open, easy to deploy, simple to use, and help reduce complexity. They also need solutions that connect and share data seamlessly to provide citizen-facing services.
Verint Case Management offers built-for-purpose workflows for citizen engagement so constituents can interact using the most efficient channel and get a consistent outcome regardless of the mode of interaction.
Our Case Management solution helps local authorities and councils to simplify and automate the execution of business processes, while supporting unpredictable demand from your customers and citizens.
Define your unique customer service processes with multi-step workflows that span teams and departments. Customer service agents and back-office employees can follow guided processes to improve the speed, accuracy and compliance of complex interactions across channels. Key case management capabilities include advanced queuing and routing, SLA management and parallel processes. Customers benefit from being able to track the progress of their requests at every stage of the process.
Customer service processes often involve repetitive steps and tedious data entry. These manual tasks are time consuming, and fraught with data entry mistakes.
Replacing your manual efforts with automation means you can accelerate resolution times, drive employee productivity and improve your customer experience.
Agent desktops are often cluttered with ten or more open applications used to answer customer questions. Toggling between systems wastes time and increases the opportunity for mistakes. Verint Case Management, from IT Solutions, provides a sophisticated integration framework that allows you to create a single pane of glass for agents to view data across applications.
The application listens for events in the interaction and customer history to anticipate what the employee needs next and adjusts the application data accordingly.
Verint Case Management offers organisations the ability to resolve complex issues across all channels and deliver frictionless, conversational customer experiences. Each contact is maintained in a unified customer history so conversations can continue across channels.
And, whether you want your channels to be managed by IT Solutions or by your existing CCaaS solution, we can provide you with the case management capability that you need.
Verint Knowledge Management helps you deliver exceptional customer experiences. Deliver the right knowledge, at the right time, to enable self-service, improve the consistency and quality of answers, and achieve compliance with regulations and company processes.
Your products and processes frequently change, and the amount of information housed within your organisation grows daily. Verint Knowledge Management uses context from customer history to personalise results, resulting in the right knowledge appearing with little to no searching for your citizens and employees..
Citizens expect public services and information to be available 24/7. With Verint for Citizen Engagement, local authorities can deliver digital customer services over a variety of channels, while enabling self-service via web and mobile applications, integrating knowledge management and case management solutions, leading to increased efficiency and enhanced user experience.
Through proven API and multiple integrations with third party systems and services, Verint Citizen Engagement helps local authorities achieve end to end service automation and workflow management for all key services, providing a seamless interface for frictionless citizen services.
For additional in formation on our Citizen Engagement solutions or to arrange a demonstration, please contact IT Solutions today.
