Council Migrates to Cloud with Enhanced Solutions for
Engaging Citizens More Efficiently, Reducing Costs
Verint® Systems Inc. (Nasdaq: VRNT), The Customer
Engagement Company™, today announced that Sheffield City Council is
migrating to the cloud, transforming digital customer service for
citizens and employees with Verint’s Engagement Management
offerings for government and public sector.* The solutions will
enable the council to simplify, modernize and automate its approach
to further improve digital services for citizens across all
channels, including the council’s customer portal, online forms,
social media and web chat.
With a population of almost 576,000, Sheffield is the
third-largest English Council by population, so its City Council
regularly receives a high volume of inbound enquiries. Upon launch,
Verint’s digital engagement platform can help the Council provide
simpler, better service to citizens and staff across a range of
service areas—including Customer Services (e.g. contact centre and
face to face interactions, and complaint management), Housing (e.g.
balance checks), Environmental Services (e.g. graffiti reporting),
Roads and Highways (e.g. reporting a faulty streetlight) and Human
Resources (e.g. payroll query)—with automated integrations between
the Verint solution and the Council’s various delivery systems.
Citizens will be able to use the Sheffield City Council website
to initiate information and service requests which will be managed
through the Verint solution to provide the Council with enhanced
self-service capabilities. Employees will also be better supported
in both front-office and back-office delivery functions with the
provision of a simplified modern user interface and automated
access to information. This will improve both citizen and employee
access to the council’s services as well as optimising processing
and administrative tasks.
Paul Taylor, Head of Customer Services at Sheffield City
Council, says, “Our customer service, housing and human resources
teams do more than answer simple requests over the phone, they also
coach citizens through more complex enquiries across a variety of
channels. At the same time, our citizens want to be able to access
information through an easy-to-use, digital platform, and Verint
will help us achieve this. Through our digital engagement strategy,
the council aims to create operational efficiencies and cost
efficiencies by simplifying and modernising service delivery whilst
providing first-class service for our citizens across their
channels of choice.”
Sheffield City Council has been a Verint customer for many years
and the partnership is now building on its successes to date. The
Council will first implement and deploy the new solution for 1,000
employees working within Customer Services, Housing and Human
Resources, with plans to extend the same level of citizen access
and service improvement across a wide range of services offered by
the Council.
“The Council’s vision is to fully exploit digital technology to
improve outcomes across the whole organisation and its delivery
partners. As such, the Council has adopted a strategic approach to
their digital program and is therefore becoming well-positioned to
deliver better outcomes—not only for citizens but also
employees—while increasing efficiencies and reducing costs,” says
Verint’s David Moody, vice president and general manager,
government and public sector. “The Council is responding to its
citizens’ preference to connect digitally, access and manage their
services through an innovative, modern portal, and is providing its
employees with an improved and intuitive desktop solution to engage
citizens more effectively across all channels.”
About Sheffield City Council
Sheffield City Council consists of 84 councilors, elected to
represent 28 wards, and provides approximately 550 services to its
citizens. It is also a major employer in the area, with around
7,000 employees.
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable
Intelligence® solutions with a focus on customer engagement
optimization, security intelligence, and fraud, risk and
compliance. Today, over 10,000 organizations in more than 180
countries—including over 85 percent of the Fortune 100—count on
intelligence from Verint solutions to make more informed, effective
and timely decisions. Learn more about how we’re creating A Smarter
World with Actionable Intelligence® at www.verint.com.
* Sheffield City Council’s most recent Verint investment was
made in July 2018.
This press release contains “forward-looking statements,”
including statements regarding expectations, predictions, views,
opportunities, plans, strategies, beliefs, and statements of
similar effect relating to Verint Systems Inc. These
forward-looking statements are not guarantees of future performance
and they are based on management’s expectations that involve a
number of risks, uncertainties and assumptions, any of which could
cause actual results to differ materially from those expressed in
or implied by the forward-looking statements. For a detailed
discussion of these risk factors, see our Annual Report on Form
10-K for the fiscal year ended October 31, 2018, our Quarterly
Report on Form 10-Q for the quarter ended July 31, 2018, and other
filings we make with the SEC. The forward-looking statements
contained in this press release are made as of the date of this
press release and, except as required by law, Verint assumes no
obligation to update or revise them or to provide reasons why
actual results may differ.
VERINT, ACTIONABLE INTELLIGENCE, THE CUSTOMER ENGAGEMENT
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SparkesVerint Systems Inc.sian.sparkes@verint.com
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