Verint Knowledge Management Reviews & Insights

We use Verint Knowledge Management as an enterprise-wide KM solution for client and end-user content. Information spans many areas of the healthcare discipline and allows our resources to assist clients and callers in solving department- and platform-specific issues. It also allows for self-service with helpful how-to documents, processes, and procedures.

Verint KM is well-suited for informational materials, desk level procedures, reference information, and other materials suitable for any large-scale knowledge management application.

Self service for our customers, and offering up knowledge to our product support associates.

lots of content, lots of products, externally and internally facing

We use the KM articles to provide insight on how to be more efficient

I have personally used KM articles to troubleshoot issues during upgrades that are needed

Verint Knowledge Management is used to improve the agents workflow and finding information much quicker and easier. Which in turn creates a great atmosphere for patients. The most signicant business problem that is face would be the vast degree of information agents need to learn and know on the fly. These leaves the organization susceptible to errors and a lack of feeling safe for a patient. If the agent on the phone makes a mistake regarding a message left for a provider, this might show a simple cover up of ambiguous types of treatment from PAs and providers.

Best suited would be any size organization that has many many avenues of how the business is run. Especially in a business isn’t standaried. Secondly, it’s less important for small knowledge based places of employment. Say a very small healthcare facility that everyone knows everyone. Knowledge management tool would help, but the reward vs cost would be minimal.

Using this tool has really helped us evolve into new areas of business. It helps us keep the connection to our Advocates who are looking for specific information. Advocates are encouraged to share any information to better serve themselves and our Customers. It helps us understand and share situational awareness.

Many Advocates can use this in all of our different locations. Motivated Advocates can develop themselves at their own pace. It also is a very efficient way of communicating.

Verint Knowledge Management is used widely throughout the organization as the one source of truth. It is the source of all information that we provide to customers. It includes commonly used procedures and other communication pieces and tools used when interacting with customers.

It is well suited for searching specific information to provide to customers depending on the department's needs. It can be tailored to each department. Frequently used keywords and search terms used are saved. Feedback features are also well-designed.

We use Verint Knowledge Management to house our procedures and to assist our customers with self-serve on our mobile app. We are able to have one centralized location across a range of different departments and avoid duplicate information. We are learning what our users are searching for and what trends are occurring.

It's been great to track the versions and the approval workflow due to regulatory concerns.

Knowledge Management is used to house our business's content. We started with only one department using the product as a test and worked with Verint to iron out the needs and wants of our organization before onboarding the rest of the teams. For the most part, KM has been a user-friendly tool. We are continuously looking at the product and working with Verint to meet our needs and wants as a client.

As we continue to make Verint KM work for us, we have found that it is a good tool for the organization. When we migrated to Enterprise, we did lose some features that we have cases open for and hope to get back in the future. Still, with that missed feature, we still navigate through.

We use Verint Knowledge Management to record and evaluate our associate's phone calls and emails with customers. We also use the reporting functions within Verint as well.

To capture voice and screens of associates in order to monitor, evaluate and coach them to provide an effortless experience for our customers.

We use Verint Knowledge Management for all procedures and processes instead of an intranet. We have thousands of employees that have access to and use the platform every day due to it having all of our information. Verint Knowledge Management is very important and it is very clunky and hard to navigate at the moment, but, hopefully, we will have a new interface for it sooner than later.

Verint Knowledge Management is like Google in the sense of our procedures and makes it for the most part easy to use.