Case Study: City of Rochester manages call surge and remote service transition with Verint for Citizen Engagement

City of Rochester manages a 311 call surge without adding staff with Verint

The City of Rochester's 311 call center faced a significant challenge managing a massive surge in call volume and a rapid shift to remote operations at the onset of the COVID-19 pandemic. They needed to handle new inquiries about testing and vaccines while keeping citizens informed of rapidly changing service information, all without adding any new staff. To address this, the city turned to Verint and its Verint for Citizen Engagement solution.

Verint implemented its cloud-based citizen engagement solution to act as a central information hub, providing agents with constantly updated data. This enabled the call center to successfully manage the increased workload and remote transition without additional hires, keeping citizens informed on critical updates. The Verint solution also helped keep remote staff connected and engaged, supporting them throughout the challenging period.

City of Rochester