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This product helps to drive down questions the associates put customers on hold for. Now they can get the answers they need in seconds leaving the customer on the line leading to a good customer experience
We use this module to troubleshoot issues and challenges across the features we use in Verint. Enterprise recording and Quality management, KNowledge management helps to identify key factors that can cause problems to the functionality of the referred features.
BookingCenter
We add Virtual AI Agent in live agent platform, connected to our LMS, policies, landing pages to give agents accurate answer on spot for customer request
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.
ServiceNow App Engine, eGain, Bloomfire, Salesforce CMS and Pega Platform
ServiceNow App Engine, Microsoft 365
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.
