Hertfordshire County Council Launches New Cloud-based Digital-first Customer Engagement Solution Powered by Verint

Verint Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company, today announced that Hertfordshire County Council has recently launched a cloud-based digital-first customer engagement solution enabling citizens and employees to easily manage government services. The cloud solution allows for rapid deployment, immediate updates to online forms and the flexibility to transact with citizens on all devices. These capabilities are part of Verint’s government and public sector offerings, designed to simplify, modernize and automate citizen engagement.^*

Together with Serco Group Plc, a long-time Verint partner whose work is focused on government organisations, a new, modern portal and employee desktop have been created to enhance usability for the council and provide a more connected, intuitive and modern user interface for citizens and staff. This partnership allows the council to improve citizen access to government services, simplify citizen engagement, and improve business processes through a sophisticated, cloud-based platform.

Verint’s Engagement Management offerings for government and public sector include self-serve capabilities that empower citizens to transact with organisations quickly and efficiently online and assisted-serve capabilities that empower agents to handle citizen interactions over the phone. Key to the adoption of digital services are the omni-channel forms that provide a common and improved user experience for both citizens and agents. These make it easier for citizens to transact online as well as for agents to support the citizens in completing their online transactions, maximising the adoption of digital services. Leveraging Verint’s solutions, Hertfordshire is reducing average handle times and driving down administrative and operational costs.

Hertfordshire County Council has been a long-standing Serco and Verint customer, and this most recent investment is focused on migrating their existing system to a cloud-based environment. This modern, omni-channel solution incorporates Verint’s latest technology enhancements and takes advantage of new forms, integration, workflow and search capabilities. These enhancements will encourage citizens to move to self-service channels and help streamline the management of thousands of requests for government services within the cloud, contact center, back office and branch environments.