Case Study: Region of Waterloo achieves streamlined citizen service and handles nearly 400,000 annual interactions with Verint Systems

Region of Waterloo Improves Performance and Service Delivery with Verint

The Region of Waterloo’s Service First Call Centre, which handles non-emergency citizen service for a two‑tier municipal government, faced rapid growth and complexity: rising call volumes across six departments and more than 100 case types (transit, housing, waste, public health, etc.) required reliable staffing, performance analytics, and 24/7 self‑service while remaining easy for staff and residents to use.

The region implemented the Verint customer engagement suite — including Verint Quality Management, Workforce Management, Desktop & Process Analytics, and Engagement Management Professional — to centralize communications, forecasting, scheduling, and quality monitoring. As a result, the centre now handles nearly 400,000 interactions annually (call volume up 147% since 2013) while maintaining positive quality scores, expanding self‑service to automate simple requests, optimizing staffing, and enabling targeted coaching to improve agent performance.

Region of Waterloo

Sheri Markle

Manager, Service First Call Centre