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News : City of Charlotte Extends Use of Verint Technology
Melville, NY, USA, September, 2015 -- Verint Systems Inc. (NASDAQ: VRNT) announced that the City of Charlotte, N.C. is implementing its Verint(R) Engagement Management™ for government to enhance citizen service in its 3-1-1 call center, known as CharMeck 311.
CharMeck 311 is the City of Charlotte and Mecklenburg County’s citizen service and information line for city and county services. An existing user of Verint’s workforce optimization software, the addition of engagement management will help support citizen engagement, service case management and resolution. It will help provide support for critical decision making and empowering call center agents with access to an extensive knowledge base, real-time reporting, and integration to critical back-end information systems.
"CharMeck 311 is the public’s access to Charlotte and Mecklenburg County," explains Janice Quintana, director of CharMeck 311. "Our goal is to leverage the latest generation of technology so we can support availability through whatever tool the citizen, taxpayer and public finds convenient.
Posted by Veronica Silva Cusi, news correspondent
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Verint 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.
Published: Tuesday, September 29, 2015