Case Study: City of Hamilton achieves consistent, multi-channel resident service delivery with Verint Systems

City of Hamilton Leverages Verint to Ensure Service Consistency in an Ever-Changing Environment

The City of Hamilton, Ontario, serves over 500,000 residents and relies on its contact center as a primary point of service. When COVID-19 forced counter closures and accelerated remote work, the city faced the dual challenges of ensuring consistent service across phone, email and in-person channels while bridging a digital divide for residents with limited internet access, and quickly managing a newly hybrid workforce.

Hamilton implemented Verint for Citizen Engagement—combining case and knowledge management, integrations, reporting and forms—to enable multichannel access and self-service, plus rapid communication of updates to staff. The solution helped the city adapt quickly, maintain consistent resident service, support public health efforts, boost agent engagement and safety, and successfully manage remote and in-person staff.

City of Hamilton

Cindy Mercanti

Director, Customer Service, POA, and Financial Integration