Council Modernizes Engagement with Solutions for Citizens and
Employees to Easily Manage Government Services
Initiative Drives Channel Shift to Citizen Self-Service While
Reducing Costs and Average Handle Times
Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement
Company™, today announced that Hertfordshire County Council has
recently launched a cloud-based digital-first customer engagement
solution enabling citizens and employees to easily manage
government services. The cloud solution allows for rapid
deployment, immediate updates to online forms and the flexibility
to transact with citizens on all devices. These capabilities are
part of Verint’s government and public sector offerings, designed
to simplify, modernize and automate citizen engagement.*
Together with Serco Group Plc, a long-time Verint partner whose
work is focused on government organisations, a new, modern portal
and employee desktop have been created to enhance usability for the
council and provide a more connected, intuitive and modern user
interface for citizens and staff. This partnership allows the
council to improve citizen access to government services, simplify
citizen engagement, and improve business processes through a
sophisticated, cloud-based platform.
Verint’s Engagement Management offerings for government and
public sector include self-serve capabilities that empower citizens
to transact with organisations quickly and efficiently online and
assisted-serve capabilities that empower agents to handle citizen
interactions over the phone. Key to the adoption of digital
services are the omni-channel forms that provide a common and
improved user experience for both citizens and agents. These make
it easier for citizens to transact online as well as for agents to
support the citizens in completing their online transactions,
maximising the adoption of digital services. Leveraging Verint’s
solutions, Hertfordshire is reducing average handle times and
driving down administrative and operational costs.
Hertfordshire County Council has been a long-standing Serco and
Verint customer, and this most recent investment is focused on
migrating their existing system to a cloud-based environment. This
modern, omni-channel solution incorporates Verint’s latest
technology enhancements and takes advantage of new forms,
integration, workflow and search capabilities. These enhancements
will encourage citizens to move to self-service channels and help
streamline the management of thousands of requests for government
services within the cloud, contact center, back office and branch
environments.
“We are so impressed with the way the technology provides a
modern, automated and more user-friendly way for citizens to
navigate the portal and for staff to help expedite requests through
an employee desktop that come through the contact center. The
system was designed from the customer perspective, and it gives
citizens the flexibility to transact with the council through the
channel of their choice, with or without assistance, for a range of
county government services,” said Michael Francis, head of customer
services, Hertfordshire County Council.
“This new, modern citizen engagement solution boasts enhanced
features for the council and a more intuitive interface for both
citizens and staff,” says Verint’s David Moody, vice president and
general manager, government and public sector. “It’s great to see
the council make citizen engagement a top priority with the launch
of this new cloud-based solution, one that simplifies and automates
complex processes, yet provides a sophisticated interface that
streamlines citizen requests – end to end.”
Andy Bowie, Head of Transformation, Strategic Partnerships,
Citizen Services, Serco, adds, “We are excited to go live with the
council’s digital first customer engagement solution. Citizens can
engage with the council through the channel of their choice, handle
multiple requests and track the progress online. We will continue
to support their efforts to enable citizens to manage government
requests, improve the user experience and drive increased demand
for digital services.”
To learn more about Verint’s government and public sector
offerings, click here.
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable
Intelligence® solutions with a focus on customer engagement
optimization and cyber intelligence. Today, over 10,000
organizations in more than 180 countries—including over 85 percent
of the Fortune 100—count on intelligence from Verint solutions to
make more informed, effective and timely decisions. Learn more
about how we’re creating A Smarter World with Actionable
Intelligence® at www.verint.com.
Hertfordshire County Council’s most recent investment was made
in November 2017.
This press release contains “forward-looking statements,”
including statements regarding expectations, predictions, views,
opportunities, plans, strategies, beliefs, and statements of
similar effect relating to Verint Systems Inc. These
forward-looking statements are not guarantees of future performance
and they are based on management's expectations that involve a
number of risks, uncertainties and assumptions, any of which could
cause actual results to differ materially from those expressed in
or implied by the forward-looking statements. For a detailed
discussion of these risk factors, see our Annual Report on Form
10-K for the fiscal year ended January 31, 2019, and other filings
we make with the SEC. The forward-looking statements contained in
this press release are made as of the date of this press release
and, except as required by law, Verint assumes no obligation to
update or revise them or to provide reasons why actual results may
differ.
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