Sold by: Verint
Verint provides citizen engagement solutions that enable rapid, digital customer service transformation, providing easily accessible information and services enabled through self and assisted-serve channels including citizen portal and 311 customer service center.
Overview
Verint has been at the forefront of citizen engagement for over 20 years, with a growing client base across the globe. Our solution provides citizens and employees with business processes, knowledge, customer case and performance information. It supports omnichannel service, and processes that are seamless - helping employees work collaboratively and deliver better service, at less cost.
- Case Management supporting simple and complex, manual or automated processes, from information requests to applications and complaints.
- Knowledge Management allowing employees and customers to find information and services easily, improving customer experience and first-contact resolution.
- Customer Portal providing self-service access to personalized account and service information, service requests and updates.
- Customer Management allowing maintenance of customer details and association with cases.
- Process Management to design and build omnichannel processes, automated workflows, and integrations with other systems.
- Employee Desktop empowering staff to handle customer interactions efficiently and consistently.
Existing clients include the San Francisco 311, San Antonio 311, City of Edinburgh Council, Hertfordshire County Council, London Borough of Enfield and Brisbane City Council."
Highlights
- Rapid, affordable, cloud-based citizen engagement solution built specifically for local government. Enables service requests and articles to be deployed rapidly and maintained in-house with out-of-the-box capabilities & templates used by 311 teams.
- Designed to optimize self-service. Enables customers to transact on their own, logging and tracking service requests and searching the knowledge base, via a secure customer portal.
- Built-in integration capability enables you to automate processes between the front office (e.g. 311 customer service center) and the back office (e.g. Accela, Chameleon, SAP) eliminating manual steps and automating progress updates to citizens..
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Pricing
Pricing is based on the duration and terms of your contract with the vendor, and additional usage. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. Usage-based pricing is in effect for overages or additional usage not covered in the contract. These charges are applied on top of the contract price. If you choose not to renew or replace your contract before the contract end date, access to your entitlements will expire.
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Dimension | Description | Cost/36 months |
|---|---|---|
100,000-199,999 citizens | EMPro Local Government Platform (100,000 to 199,999) | $75,600.00 |
EMPro Local Gov Employee | Per Named EM Professional Local Government Named Employee | $1,980.00 |
EM Pro Case Handler Only | EM Professional Local Government Employee Desktop per Named Employee | $756.00 |
EMPro Process Management | EM Pro Local Government Process Management (100,000 to 199,999). | $104,580.00 |
EMPro Local Gov Search | EM Pro Local Gov Search - Documents Indexed - 1 to 5,000 | $37,080.00 |
EMPro Data Model&Reports | EM Pro Local Gov Data Model and Reports for Power BI (100,000-199,999) | $44,100.00 |
EMProLocal Gov Messaging | EM Pro Local Gov Messaging (enables Live Chat and Social Messaging). | $44,100.00 |
KM Professional | Knowledge Management Professional | $1,620.00 |
KMPro Sessions | Knowledge Management Professional - Sessions based Standalone 50K base | $150,000.00 |
KM Enterprise | Knowledge Management Enterprise | $3,060.00 |
Dimension | Cost/unit |
|---|---|
AWS Additional Usage Fee at 25% surcharge on prices listed above | $1.00 |
Dimensions summary
This contract-based listing bundles the EMPro Local Government Platform with add-on components you select. The platform is sized by population served, shown here for the 100,000 to 199,999 citizen band. You then add capabilities separately: Process Management, Search by documents indexed, Data Model and Reports, and Messaging for live chat and social. Staff access is priced per named employee, split between full EM Professional users and Case Handler desktop users. Knowledge Management comes as Professional, session-based, or Enterprise options. Voice Channel with ACD, Unified Digital Channels, and Case Management are separate units. Usage above your commitment carries a 25% surcharge.
Top-of-mind questions for buyers
The platform is priced by citizen population band, shown here for 100,000 to 199,999 residents. If your served population grows beyond this band, you would need a different platform sizing. Contact the vendor to confirm how a population increase changes your platform unit and pricing.
Both are priced per named employee. The EMPro Local Gov Employee is a full EM Professional user. The Case Handler Only unit is a Local Government Employee Desktop for staff who handle cases. You buy each type separately based on the roles your staff perform.
Your bill combines several independent units. The population-based platform sets the base. You then add per-named-employee staff licences, channel units like Voice Channel with ACD and Unified Digital Channels, plus Search, Messaging, Data Model and Reports, and Case Management. Staff counts and added capabilities usually drive most of the total.
www.verint.com
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Delivery details
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Support
Vendor support
Verint Engagement Management for Amazon Connect When you choose Verint, you get solutions backed by an extensive set of services designed help you receive a rapid return on your investment. From technical support, training, and business consulting to online communities and support portals, we can help you get the most from your solutions and achieve your strategic goals. Please visit https://community.verint.com or contact https://www.verint.com/engagement/support/contact for more information.
AWS infrastructure support
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Case Management
Supports simple and complex, manual or automated processes for information requests, applications, and complaints with workflow automation capabilities.
Knowledge Management System
Enables employees and customers to search and access information and services to improve customer experience and first-contact resolution rates.
Customer Self-Service Portal
Provides secure self-service access to personalized account information, service requests, tracking, and knowledge base search capabilities.
Omnichannel Process Management
Enables design and deployment of omnichannel processes with automated workflows and integrations with back-office systems such as Accela, Chameleon, and SAP.
Employee Desktop Interface
Provides staff with tools to handle customer interactions efficiently and consistently across multiple service channels.
Omnichannel Routing and Orchestration
Seamlessly orchestrates customer service workflows across multiple channels with AI-powered routing that intelligently guides customers through personalized journeys between self-service and agent-assisted experiences.
AI-Powered Conversational Automation
Delivers AI conversational bots and proactive outreach capabilities for self-service interactions, trained on the industry's largest customer experience dataset.
Real-Time Agent Guidance and Analytics
Provides real-time information, guidance, and actionable insights to agents during interactions, combined with workforce optimization and performance analytics for continuous improvement.
Cloud-Native Open Architecture
Built on an enterprise-grade, cloud-native platform with extensible open framework enabling seamless integrations, rapid deployment, and global scalability with embedded security.
Unified Knowledge Management and Digital Entry Points
Integrates knowledge management across digital entry points including websites, mobile apps, and search interfaces to enable data-driven self-service and personalized customer experiences.
AI-Powered Ticket Automation
Intelligent routing analyzes incoming customer issues and automatically assigns them to agents based on skill and load, with AI-powered automations that streamline workflows and eliminate redundant ticket actions.
Generative AI Assistant for Agents
Freddy Copilot provides guided assistance, productivity boosts, and streamlined collaboration features including auto-triage, article suggestion, canned response suggestion, and robo assist capabilities.
Advanced Analytics and Reporting
Proactive AI-driven insights, custom reports and dashboards, CSAT surveys with reports, and next-best-action suggestions enable data-backed decision making and support quality monitoring.
Self-Service Knowledge Management
Scalable knowledge base with multilingual support, approval workflows, versions control, and custom widgets for FAQ deflection, integrated with custom apps for tailored self-service experiences.
Ticket Management and Routing
Skill-based and round-robin routing options, multiple SLA and business hours configuration, SLA reminders and escalation rules, custom roles, and agent shift management for efficient ticket prioritization and resolution.
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