City of Charlotte Extends Use of Verint Technology with Implementation of Engagement Management Software

PRESS RELEASE: Verint® Systems announced that the City of Charlotte, N.C. is implementing its Verint® Engagement Management™ for government to enhance citizen service in its 3-1-1 call center, known as CharMeck 311.

CharMeck 311 is the City of Charlotte and Mecklenburg County’s citizen service and information line for city and county services. An existing user of Verint’s workforce optimization software, the addition of engagement management will help support citizen engagement, service case management and resolution. It will help provide support for critical decision making and empowering call center agents with access to an extensive knowledge base, real-time reporting, and integration to critical back-end information systems.

With its hosted cloud deployment, CharMeck311 can help maximize time-to-value and minimize the need for internal IT support resources. This multi-phased, multi-year rollout that began in 2014 comes on the heels of CharMeck 311’s 10-year anniversary of service, and represents the latest chapter in the long-standing partnership between the City of Charlotte and Verint.

“CharMeck 311 is the public’s access to Charlotte and Mecklenburg County,” explains Janice Quintana, director of CharMeck 311. “Our goal is to leverage the latest generation of technology so we can support availability through whatever tool the citizen, taxpayer and public finds convenient.

Adds Quintana, “Our last deployment of Verint Engagement Management software will give us another tool to provide exceptional citizen service that our agents will find very intuitive. A lot of things they used to do manually will now be built into the system to drive better, faster and more accurate service, so we can create and manage more positive experiences across all channels.”

“Innovation for the City of Charlotte has always been a top priority,” says David Moody, vice president, government and public sector, Verint Enterprise Intelligence Solutions™. “Charlotte is among the fastest-growing cities in the nation and is a great example of how technology can help government entities engage with citizens and be responsive to their needs. Having a single vendor to support workforce optimization and engagement management can provide significant benefits from a functionality and ease of management perspective.”