Verint Case Management Professional Review
Rating: 10 out of 10
IncentivizedUse Cases and Deployment Scope
So the main basis of this application is for our contact center. It is our CRM tool that we use so that the CSRs receive a call from a citizen and they'll use the application to work through their call flow. With that tool though, it is so powerful that it can go beyond that. So we're now branching into other areas of using that Case Management Pro to grow and think outside of the box.
Pros
- Forms. So part of this suite is forms, it's like a web builder and you can create dynamic forms. So as an example, we have a waste collection form and you build your standard form, but you can enhance it using your other application data and it becomes a very AI driven form, which is very, very advanced for forms in many of the applications. So it's really cool stuff that we can do because of the flexibility.
Cons
- I think if they continue to build out the flexibility of their platform, they're integrating knowledge professional into the CRM tools. So I think if they further that and develop that integration and then start further integrating to other variant products, I think it will be a well-rounded suite at that point. I think that's really where they need to focus.
Likelihood to Recommend
So it's definitely well suited for government. That was the framework for it, but again, it can be utilized by anybody. It's a case management system that has a very powerful form tool that can be very flexible and incorporated to anything as we've used it in that form.
CH
Chris Hobden
Systems Analyst in Human Resources at Region of Waterloo (501-1000 employees)
Vetted Review
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10 years of experience