Verint Citizen Engagement for 311 and Local Government

I use Verint Citizen Engagement extensively for quality assurance and compliance work, including audit forms. I utilize the dashboards for visibility across these functions.

Verint helps me with tracking for quality and audits. It assists with keeping my operational dashboards organized. I have used it to manage my team's quality scores.

Verint Citizen Engagement offers excellent features that I appreciate.

The dashboards used for auditing are among the best features. They allow me to keep everything organized and help me stay in compliance. The dashboard usage has had a significant impact on my organization.

Before we started using Verint Citizen Engagement, we were using Google Sheets to try to keep our dashboards and record agent scores. Verint Citizen Engagement has definitely helped us become more organized.

It has improved team performance and reduced errors. There was significantly less need to go back and double-check input that was entered into the sheets functions before we started using Verint Citizen Engagement.

I am not certain what improvements could be made at this time besides updating the interface.

I think Verint Citizen Engagement is very useful for organization and for using and navigating the dashboard. However, the interface could be updated to require less clicking when jumping between scorecards. I believe it is a good platform overall. I have seen pieces of other platforms that run more smoothly.

I have been in my current field for about nine years.

It appears to be a secure system.

I believe that the accuracy and reliability of output is very strong. I have gone and double-checked output that I have received from it, and it is very strong regarding reliability.

I do not have access to those metrics. I do not think that many of these questions are applicable to me. My overall review rating for Verint Citizen Engagement is eight out of ten.

I have used Verint Citizen Engagement in my organization for three years, and I appreciated it overall.

My main use case for Verint Citizen Engagement in my call center operations is listening to calls and scoring them. I found it beneficial to have AI feedback that made everything easier for me.

The AI feedback has helped me day-to-day by understanding multiple languages, which is crucial since we have staff who speak languages I don't. The AI provides a quick summary of the call in English, allowing me to listen and understand from the sentiment of the call or the call flow, which usually matches what the AI told me 100%.

The call listening and the AI summary were the main things, and they were really effective.

In my experience with Verint Citizen Engagement, the best features include AI, call summary, and a very friendly UI.

The UI stands out for me and my team because it is intuitive. You want something, and here is the button for it, with no need to dig deep for anything. It shows what is really important, making it very user-friendly compared to the current application I am using.

Verint Citizen Engagement has positively impacted my organization by improving our quality score. I get to listen to calls, receive summaries, and understand call sentiments, which guides me on which calls are worth my time. This feedback was crucial for my agents and it helped drive the overall quality to exceed expectations.

I have seen specific outcomes with metrics indicating improvement. CSAT improved, quality score improved, and overall customer engagement improved, which is very important since I work in sales.

I think improvement requires gathering everyone's insights and enhancing the positives. One suggestion would be to have the AI focus on shrinking the call summary so I don't waste time finding specific details.

I assess its accuracy and reliability of output at 95%. Sometimes it messes up with translation or shows stress, not accounting for cultural differences, particularly needing more training with Urdu speakers.

I have been working in my current field for more than seven years.

In my experience, Verint Citizen Engagement is very stable, as we have never had a blackout or downtime.

Before Verint Citizen Engagement, we used Avaya, which didn't have AI capabilities back in 2023. We later moved to Calabrio and eventually switched to Zevo for cost reasons.

I have seen a return on investment with Verint Citizen Engagement, with fewer employees needed and 100% money saved because we are not paying for visas, salaries, and absent days, leading to more productivity. AI works for you 24/7, providing significant financial savings and enabling investment in higher projects.

My experience with pricing, setup cost, and licensing for Verint Citizen Engagement is fair, especially considering the amazing features.

I would advise others looking into using Verint Citizen Engagement to deploy it well, understand their needs from an AI, avoid unnecessary packages, and utilize the AI as much as possible.

Keep up the good work regarding Verint Citizen Engagement.