Charlotte to Implement Verint Engagement Management in Its 3-1-1 Call Center



The City of Charlotte, N.C., is implementing Verint Systems' 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 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 and service case management and resolution. It will help support critical decision-making and empower call center agents with access to an extensive knowledge base, real-time reporting, and integration to critical back-end information systems.

"CharMeck 311 is the public's access to Charlotte and Mecklenburg County," said Janice Quintana, director of CharMeck 311, in a statement. "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. 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," said David Moody, vice president of the government and public sector at Verint Enterprise Intelligence Solutions, in a statement. "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."