---
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: '2026-06-22'
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.)

**Reviewed Date:** June 14, 2023

**What do you like best about Verint Case Management Professional [Citizen Engagement]?**

Flexibility  and ability to extend it's usee

**What do you dislike about Verint Case Management Professional [Citizen Engagement]?**

Professional services does not have the calibar 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 developement allows me to check multiple possible issuers so "bad"  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=2026-07-15+12%3A40%3A52+-0500&secure%5Bsession_id%5D=4496ca68-8073-4438-8eed-f6b88dbf48f3&secure%5Btoken%5D=7813815d8f7b32696d8d4e09da17d7258e62bfcb1159d9803dd4e54ee28dd34b&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

**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

**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

**Platform**
- Mobile User Support
- Customization 
- User, Role, and Access Management
- Integration
- Reporting
- Dashboards

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