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.
4.4
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..
Details
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Delivery method
Deployed on AWS
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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.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
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
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
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
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
Mixed reviews
Negative reviews
AI generated from product descriptions
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.
Standard contract
No
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Customer reviews
Qiana Alford
Organized audit dashboards have improved quality tracking and support ongoing compliance work
Reviewed on Aug 24, 2026
Review provided by PeerSpot
What is our primary use case?
I use Verint Citizen Engagement extensively for quality assurance and compliance work, including audit forms. I utilize the dashboards for visibility across these functions.
Verint helps me with tracking for quality and audits. It assists with keeping my operational dashboards organized. I have used it to manage my team's quality scores.
What is most valuable?
Verint Citizen Engagement offers excellent features that I appreciate.
The dashboards used for auditing are among the best features. They allow me to keep everything organized and help me stay in compliance. The dashboard usage has had a significant impact on my organization.
Before we started using Verint Citizen Engagement, we were using Google Sheets to try to keep our dashboards and record agent scores. Verint Citizen Engagement has definitely helped us become more organized.
It has improved team performance and reduced errors. There was significantly less need to go back and double-check input that was entered into the sheets functions before we started using Verint Citizen Engagement.
What needs improvement?
I am not certain what improvements could be made at this time besides updating the interface.
I think Verint Citizen Engagement is very useful for organization and for using and navigating the dashboard. However, the interface could be updated to require less clicking when jumping between scorecards. I believe it is a good platform overall. I have seen pieces of other platforms that run more smoothly.
For how long have I used the solution?
I have been in my current field for about nine years.
What do I think about the stability of the solution?
It appears to be a secure system.
I believe that the accuracy and reliability of output is very strong. I have gone and double-checked output that I have received from it, and it is very strong regarding reliability.
What other advice do I have?
I do not have access to those metrics. I do not think that many of these questions are applicable to me. My overall review rating for Verint Citizen Engagement is eight out of ten.
Abdelrhman Id
AI call insights have improved quality scores and optimize multilingual coaching in our center
Reviewed on Aug 19, 2026
Review provided by PeerSpot
What is our primary use case?
I have used Verint Citizen Engagement in my organization for three years, and I appreciated it overall.
My main use case for Verint Citizen Engagement in my call center operations is listening to calls and scoring them. I found it beneficial to have AI feedback that made everything easier for me.
The AI feedback has helped me day-to-day by understanding multiple languages, which is crucial since we have staff who speak languages I don't. The AI provides a quick summary of the call in English, allowing me to listen and understand from the sentiment of the call or the call flow, which usually matches what the AI told me 100%.
The call listening and the AI summary were the main things, and they were really effective.
What is most valuable?
In my experience with Verint Citizen Engagement, the best features include AI, call summary, and a very friendly UI.
The UI stands out for me and my team because it is intuitive. You want something, and here is the button for it, with no need to dig deep for anything. It shows what is really important, making it very user-friendly compared to the current application I am using.
Verint Citizen Engagement has positively impacted my organization by improving our quality score. I get to listen to calls, receive summaries, and understand call sentiments, which guides me on which calls are worth my time. This feedback was crucial for my agents and it helped drive the overall quality to exceed expectations.
I have seen specific outcomes with metrics indicating improvement. CSAT improved, quality score improved, and overall customer engagement improved, which is very important since I work in sales.
What needs improvement?
I think improvement requires gathering everyone's insights and enhancing the positives. One suggestion would be to have the AI focus on shrinking the call summary so I don't waste time finding specific details.
I assess its accuracy and reliability of output at 95%. Sometimes it messes up with translation or shows stress, not accounting for cultural differences, particularly needing more training with Urdu speakers.
For how long have I used the solution?
I have been working in my current field for more than seven years.
What do I think about the stability of the solution?
In my experience, Verint Citizen Engagement is very stable, as we have never had a blackout or downtime.
Which solution did I use previously and why did I switch?
Before Verint Citizen Engagement, we used Avaya, which didn't have AI capabilities back in 2023. We later moved to Calabrio and eventually switched to Zevo for cost reasons.
What was our ROI?
I have seen a return on investment with Verint Citizen Engagement, with fewer employees needed and 100% money saved because we are not paying for visas, salaries, and absent days, leading to more productivity. AI works for you 24/7, providing significant financial savings and enabling investment in higher projects.
What's my experience with pricing, setup cost, and licensing?
My experience with pricing, setup cost, and licensing for Verint Citizen Engagement is fair, especially considering the amazing features.
What other advice do I have?
I would advise others looking into using Verint Citizen Engagement to deploy it well, understand their needs from an AI, avoid unnecessary packages, and utilize the AI as much as possible.
Keep up the good work regarding Verint Citizen Engagement.
Margaret N.
Robust flexible software
Reviewed on Jun 14, 2023
Review provided by G2
What do you like best about the product?
Flexibility and ability to extend it's usee
What do you dislike about the product?
Professional services does not have the calibar of personnel I would expect
What problems is the product 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.