--- title: Verint Case Management Professional [Citizen Engagement] Reviews meta_title: 'Verint Case Management Professional [Citizen Engagement] Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter reviews by the users' company size, role or industry to find out how Verint Case Management Professional [Citizen Engagement] works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 1 scale: '5' date_modified: '2026-09-28' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Verint Case Management Professional [Citizen Engagement] Reviews **Vendor:** Verint **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.5/5.0 **Total Reviews:** 1 ## About Verint Case Management Professional [Citizen Engagement] 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 ## Verint Case Management Professional [Citizen Engagement] Reviews ### 1. Robust flexible software **Rating:** 4.5/5.0 stars **Reviewed by:** Margaret N. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** June 14, 2023 **What do you like best about Verint Case Management Professional [Citizen Engagement]?** Flexibility and ability to extend its use **What do you dislike about Verint Case Management Professional [Citizen Engagement]?** Professional services do not have the caliber of personnel I would expect **What problems is Verint Case Management Professional [Citizen Engagement] solving and how is that benefiting you?** Integrating with other systems. Strong ESRI GIS Integration. Forms development allows me to check multiple possible issues so "bad" ones do not make it in. - [View Verint Case Management Professional [Citizen Engagement] pricing details and edition comparison](https://www.g2.com/products/verint-case-management-professional-citizen-engagement/reviews?section=pricing&secure%5Bexpires_at%5D=2026-09-30+03%3A43%3A57+-0500&secure%5Bsession_id%5D=b8d0bd3d-791f-40f5-bbb6-048804ccb0c8&secure%5Btoken%5D=0e44f7cab933f8d422fbee5e569650ef1d9e6765a967c94dcdcfab3141587803&format=llm_user) ## Verint Case Management Professional [Citizen Engagement] Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Request Management** - Online Forms - Assignment - Ticket Workflow - Archiving **Surveying & Feedback** - Form Creation - Data Visualization - Idea Submissions **Usability** - Mobile App - Document Attachment - GIS Mapping - Two-Way Communication **Communications** - Website Design **Generative AI** - Generative AI **Reporting & Analytics** - Performance Metrics - Data Mapping - Trend Analysis **Administration** - Reporting - Dashboards **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice - Video Chat **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top Verint Case Management Professional [Citizen Engagement] Alternatives - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - 4.4/5.0 (7,884 reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) - 4.4/5.0 (7,707 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,721 reviews)