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News : City of Barrie Automates Customer Service Operations with Verint

#contactcenterworld, @Verint, @cityofbarrie

Melville, NY, USA, Aug 28, 2019 -- Verint Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™, announced that the City of Barrie, Ontario, is partnering with Verint to simplify, modernize and automate its customer service operations for improved overall customer experience and employee satisfaction. Using Verint’s Engagement Management offerings for government and public sector, Barrie aims to expand access and support for its citizens across all channels, including the city’s customer portal and online forms and web chat.

Rebecca James-Reid, Executive Director, Access Barrie for the City of Barrie, says, "While our city is growing, our citizens’ expectations are changing. They want to do more things digitally, and that includes interacting with city government via self-service across a range of online channels. At the same time, when they have more complex questions or requests, they want to be able to engage with service agents who are knowledgeable, efficient and deliver assistance quickly. Verint’s solutions can help us meet these expectations, creating operational and cost efficiencies while providing first-class service for our citizens across their channels of choice."

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The City of Barrie will use Verint’s digital engagement platform to provide streamlined, more modern services to citizens online, across a range of service areas—business license renewal, purchase of transit passes, payment of water bills and other key city services. City employees will also gain support in front-office and back-office functions to optimize processes on the phone, online and in person.

"Verint’s solutions take a ‘digital first’ approach, with automation for self-service and assisted-serve communication with the contact center," says Verint’s David Moody, vice president and general manager, government and public sector. "The City of Barrie shares our vision, responding to its citizens’ preference to connect digitally with a commitment to elevate the customer experience. By providing its citizens with an innovative, modern portal, and its employees with an intuitive desktop solution, the city will reduce costs and improve its ability to engage with citizens across all channels."

The City of Barrie will be deploying key Verint capabilities including Employee Desktop, Customer Portal, Case Management, Forms, Knowledge Management, Search, Chat, Integration Management, and Business Intelligence.

#contactcenterworld, @Verint, @cityofbarrie

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Verint:
Company LogoVerint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
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About City of Barrie:
Company LogoBarrie is a city in Central Ontario, Canada, on the western shore of Lake Simcoe. Although located in Simcoe County, the city is politically independent.
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Today's Tip of the Day - Motivating Agents With No Money!

Read today's tip or listen to it on podcast.

Published: Friday, August 30, 2019

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2020 Buyers Guide Payment Services

 
1.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)
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