Region of Waterloo Simplifies, Modernizes, and Automates Service with Verint

To help manage interactions with residents more efficiently, ensure adequate staffing, and improve agent performance, Region of Waterloo’s Service First Call Centre implemented Verint for its customer engagement platform, including Verint Quality Management, Verint Workforce Management, Verint Desktop and Process Analytics, and Verint Engagement Management Professional. Integral to the Service First Call Centre’s daily operations, the Verint Workforce Engagement suite enables the Region to increase efficiency and maintain its operational performance metrics while handling upward of 400,000 calls, service requests, and citizen interactions annually across more than 100 different case types and six different departments. In addition, online, self-service processes help further streamline and automate service delivery.

“We are constantly looking to enhance service options, particularly through self-service, and Verint is a catalyst for much of our simplification, modernization, and automation efforts,” says Sheri Markle, Manager of the Service First Call Centre at Region of Waterloo.

The Region of Waterloo is a two-tier government system that provides services to residents, including waste collection, public health, housing, employment, and income support. The Region of Waterloo’s Service First Call Centre answers non-emergency calls related to citizen service.