Front is a communication hub that helps businesses keep the human touch in every interaction.
$29
per month per user
Verint Knowledge Management
Score 8.6 out of 10
N/A
Verint Knowledge Management aim to help agents find and share the information needed to answer both customer inquiries and questions they may have themselves. The solution helps ensure the answers agents access are consistent, up to date, and easily accessible.
N/A
Pricing
Front
Verint Knowledge Management
Editions & Modules
Starter
$29
per month per user
Growth
$79
per month per user
Scale
$99
per month (billed annually) per user
Premier
$229
per month (billed annually) per seat (50 seat minimum)
KM Professional
Contact Sales
per year Per Interaction
KM Enterprise
Contact Sales
KM Enterprise
Contact Sales
per year Per Interaction
Offerings
Pricing Offerings
Front
Verint Knowledge Management
Free Trial
Yes
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
Optional
Additional Details
Discount for annual pricing on Starter and Growth plans. Scale and Premier plans are annual price only.
I think Front is very useful for every company with multiple teams working together on different emails from clients. Not so useful if a lot of different teams need to work on a request at the same time, because when an email is sitting in multiple shared inboxes things can get messy. Also would not recommend for teams that work is individualized, as team work is the main point of Front.
Verint Knowledge Management is a great option to consider when an organization is trying to streamline the accessibility of information or knowledge bases available to their employees. Call center agents will love to have all information that is relevant to their phone call easily available to meet the needs of their clients on the other end of the line.
I call them "sticky notes" but Front calls them Comments. It's a way to collaboratively make comments on messages sent to joint inboxes for folks to coordinate a response before it goes back to the sender.
When exchanging with someone using the Comments feature, someone can create a draft reply and then share it before it goes out. It also includes the typing indicator letting you know they are not just replying, but specifically working on a draft reply. These things are really great for individuals, or teams, that don't sit next to each other.
Tagging. It's a fairly simple concept, but very useful for classifying notes and being able to manage, what could be, a messy inbox. Additionally, the ability to have your own personal tags really allows the user to manage their own messages in a way that works best for them.
The tools to submit and manage user feedback are very effective - they help us respond quickly and interconnect the feedback to the applicable content.
The end user experience is clean and feels familiar, making it optimal to support a group of people who generally have never experienced a KM application before.
Our audience responds well to our ability to insert images, GIFs, videos, PDFs, and more into our content.
Zoom Meeting Integration as there are some clients who want to have a call immediately.
Tagging can be improved - looks scattered.
Calendly Integration, they have their own calendar appointment but it would be good if I don't need to leave the front to set up [calendar] appointments.
The authoring side could be improved with additional options for fonts and easier formatting for table content. I have issues with trying to add colour to one portion of a table and not the other, so I have to resort to creating in Word first and then copying over to Verint. There is also no option to create steps in one row and the next step in the next row. I end up just adding 1., 2., etc. manually.
Many users would like to be able to organize their bookmarks into folders and the system doesn't allow this. Many have taken to creating bookmark folders in Microsoft Edge instead.
There were a few bugs that went on for a few months that made the initial launch of the KMS more difficult for the users and on the authoring side. The issues were with how the search results came up and what displayed for related content. It wasn't the best first impression for our agents using the system while on calls and made it more difficult. The issues were fixed after a few months of use.
It's very easy to understand and use by new customer support agents as well. Be it a technology, product, or marketing person, we have trained most of the company folks to read and respond to customer conversations in their free time with the help of the Front app. It is also easy to set up for an admin and manage his/her team with communication rules.
Verint KM has many features that - when used the 'right way' can expedite search, content usage, and maintenance. Unfortunately, not all end users want to be bothered with 'the right way' and are looking for simplistic and predictive options (which any KM solution would be hard-pressed to deliver).
The support is good, and it's definitely prompt, but still lags when it comes to technical requirements, as I guess they are slow in developing newer features fast. So no complaints in terms of responsiveness, but yeah, at times it's not very helpful when you need certain features or are blocked on things which can't be unblocked.
The support and development teams for Knowledge are exceptional. They are attentive and truly care about the experience of their customers and their goals
This is something I am not familiar but it seems like it is [available] in Gmail. Thus I cannot give any feedback about it. What I am sure about is Front works for our team and I see Zoom using the service in the Customer Success Organization in a long run.
All of these tools were very useful and practical. For our decision, it came down to understanding our core audience - we determined our average associate was largely unfamiliar with call center and office work in their prior work experience, and as such they would not have previously worked in a KM application before. To help adoption, we sought the solution with the simplest and most familiar interface, and based on internal focus group feedback, that was Verint KM Pro.
Quality- with all the benefits given, in just matter of time, all your organization will find it familiar and less effort is needed when composing emails.
Effectiveness- no one wants to miss an email, or never respond to a possible customer. Front will help you that. If you do not want to send that email now, you can set a timer and Front will send it for you later on.
Simplicity- Front is not the most difficult app to handle, indeed, it is too easy to learn. From the first moment you will have a guided tour and will learn all the good things that it has for you.
Content is easier to keep up to date and publish on an urgent basis.
Some users love the system, while others still find it difficult to find the information they need and miss the former guides we used. I think this is a result of the system issues that persisted for a few months after launch and will hopefully improve with time.
Users love being able to submit feedback and it makes it easier for errors, missing information and out of date information to be caught and fixed.
