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Ratings and Reviews 0 Ratings
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What is Verint for Citizen Engagement?
Verint®'s Case Management Professional™ is a cloud-based platform designed to support Citizen Engagement and Contact Center as a Service (CCaaS) applications.
In terms of Citizen Engagement, the platform streamlines customer and citizen interactions across both assisted and self-service channels, facilitating engagement with a wide array of city and local government services while promoting self-service opportunities to the fullest extent.
It empowers users to significantly shift service delivery to self-service options in the most frequently utilized services, thereby improving the likelihood that service requests are fulfilled promptly.
When it comes to CCaaS, Verint®'s Case Management Professional™ enhances the functionality of CCaaS desktops through intelligent scripting, allowing agents to efficiently log requests and resolve account issues from a unified desktop interface.
Furthermore, the logged requests can be effectively monitored and managed in accordance with established service level agreements (SLAs), ensuring a consistent and high-quality service experience.
This application ultimately aids customers in boosting their First Contact Resolution (FCR) rates, which is vital for customer satisfaction and operational efficiency.
What is HaloCSM?
HaloCSM is a unified customer management system intended to connect sales, marketing, and customer service activities on one platform. It gives organizations a shared environment for managing leads, opportunities, campaigns, communications, support interactions, reporting, and customer data. Sales teams can automatically capture leads, score them against an ideal customer profile, route them to the appropriate representative, and track activity throughout the deal cycle. Pipeline tools include stage-based automation, approvals, follow-up tasks, multi-pipeline support, deal histories, and weighted sales forecasting. Marketing capabilities can be used alongside sales and service workflows so teams do not have to maintain customer information across disconnected applications. HaloCSM keeps emails, sales activity, campaign touches, and support tickets connected to a common customer record, helping teams see the history of the relationship from initial engagement through renewal. The platform also includes AI functionality designed to support workflows, automation, productivity, and customer engagement. Business administrators can create and modify pipelines, fields, dashboards, and workflow rules without relying on lengthy consulting projects. Integration capabilities include a REST API, webhooks, sandbox environments, audit logs, and connections with tools used for email, telephony, ERP, accounting, calendars, and collaboration. Organizations can deploy HaloCSM through Halo Cloud, private cloud environments, or on-premise infrastructure while using features such as SSO, SAML, OIDC, role-based access controls, and audit logging. HaloCSM is positioned as an alternative to fragmented customer management stacks for organizations that want sales, marketing, service, automation, reporting, integrations, and security capabilities under a single pricing and product structure.
Media
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Integrations Supported
Amazon Seller Central
Azure AI Translator
Facebook Ads
Facebook Messenger
GfK Etilize
HubSpot CRM
HubSpot Customer Platform
Jira
Mattermost
Meta Ads
API Availability
API Availability
Has API
Pricing Information
Pricing not provided
Free Trial Offered?
Pricing Information
£40 per user per month
All inclusive - no tiered options.
Price per user decreases as you grow
Price per user decreases as you grow
Supported Platforms
SaaS
Supported Platforms
SaaS
Android
iPhone
iPad
On-Prem
Chromebook
Customer Service / Support
Standard Support
Web-Based Support
Customer Service / Support
Standard Support
24 Hour Support
Web-Based Support
Training Options
Documentation Hub
Webinars
Online Training
Training Options
Documentation Hub
Webinars
Online Training
On-Site Training
Company Facts
Organization Name
Verint
Date Founded
1994
Company Location
United States
Company Website
verint.com
Company Facts
Organization Name
HaloCSM
Company Location
United Kingdom
Company Website
www.usehalo.com
Categories and Features
Citizen Engagement
Not specified
Government
Not specified
Categories and Features
Contact Center Knowledge Base
Not specified
CRM
Calendar/Reminder System
Document Storage
Email Marketing
Task Management
Customer Service
Alerts / Escalation
Appointment Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management