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![Verint Case Management Professional [Citizen Engagement] Logo](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_03112d7e563d0e5a8dbc6e294ce6c19f/verint-case-management-professional-citizen-engagement.png "Verint Case Management Professional [Citizen Engagement] Logo")
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"Verint® Case Management Professional™ is a cloud-based service that enables two distinct use cases for two distinct markets - Citizen Engagement and CCaaS.
Citizen Engagement
Verint® Case Management Professional™ automates customer/citizen interactions across both assisted and self-service channels, enabling engagement across hundreds of city / local government services whilst maximizing the opportunity for self-service.
Example customer outcomes the solution has enabled include:
- 65% average channel shift achieved for Top 10 services by volume
- 92% of service requests completed on time
CCaaS
Verint® Case Management Professional™ improves AHT, FCR and CSAT by enhancing the capabilities of CCaaS desktops with intelligent scripting and case management. Agents can resolve account queries, log requests and more all within a single integrated desktop. Logged requests can then be managed within their required SLAs.
Example customer outcomes the solution has enabled include:
- 12% increase in First Contact Resolution (FCR)
- 90% increase in contact center service level
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