Verint Knowledge Management

Score8.6 out of 10

51 Reviews and Ratings

What is Verint Knowledge Management?

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.

Categories & Use Cases

Media

Screenshot of Knowledge Management Professional: Segments content and searches by when the user selects a region.

Screenshot of Knowledge Management Professional: Provides quick feedback for each article.

Screenshot of Knowledge Management Professional: The editor can review feedback and open the article for editing.

Screenshot of Knowledge Management Professional: Decision-tree creation is a visual exercise.

Screenshot of Knowledge Management Professional: The dashboard is designed to help agents navigate quickly.

Screenshot of Knowledge Management Professional: Editing and previewing an article.

Screenshot of Knowledge Management Professional: Article approval process.

Screenshot of Knowledge Management Professional: Dashboard.

Screenshot of Knowledge Management Professional: Built-in responsive design.

Screenshot of Knowledge Management Professional: Cognitive intelligent search.

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Screenshot of Knowledge Management Professional: Segments content and searches by when the user selects a region.

Tiffany Smith

Manager in Sales at Home Depot (10,001+ employees employees)

Use Cases and Deployment Scope

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

Pros

source of information
gathers data

Cons

Should be included and not a add on

Return on Investment

lower AHT
Reduce hold time
Improved customer experience

Usability

Jose Marques

Voice Engineer in Information Technology at Booking.com (10,001+ employees employees)

Use Cases and Deployment Scope

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.

Pros

Good articles based on real cases
Easy access to official documentation

Return on Investment

Faster resolution of the issues we experience
Faster implementation of new features

Usability

Alternatives Considered

BookingCenter

Iker Urionaguena Oraa

Customer Care Senior Manager in Customer Service at Volaris (5001-10,000 employees employees)

Use Cases and Deployment Scope

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

Pros

Acurate Asnwer
On sport Answer
Same language from customer request

Cons

lack of sinonimous, we have to add manually
lack to follow customer conversation

Return on Investment

Reduce Handling TIme
Reduce First Response TIme

Usability

Verified User

Employee in Information Technology (10,001+ employees employees)

Use Cases and Deployment Scope

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.

Pros

Search and filter capabilities
generative AI options
widgets and bookmarking options

Cons

end-user subscriptions
custom and/or out-of-application notifications
content subscriptions (not yet available and a much-needed feature for our users)

Return on Investment

Audit and legal record - version history and traceability keep us in alignment with audits and legal holds
Ability to support diverse clients with appropriate security and segregation
A centralized 'source of truth' for clients and end-users alike

Usability

Alternatives Considered

ServiceNow App Engine, eGain, Bloomfire, Salesforce CMS and Pega Platform

Other Software Used

ServiceNow App Engine, Microsoft 365

Verified User

Analyst in Information Technology (10,001+ employees employees)

Use Cases and Deployment Scope

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.

Pros

Helps garner access to answer faster and more o propitiate .
Agents can consistently provide value to their calls
Integration with hardware is top notch.

Cons

More information for end users.
More scenarios in hands on training
Deeper insight with advice line

Return on Investment

Have proof of an agents statement they stand on
Deliver best information to patient.
Further internal knowledge for all who use it

Usability

Salesforce Service Cloud

Oracle Service

eGain Conversation Hub

Verint Knowledge Management

What is Verint Knowledge Management?

Categories & Use Cases

Media

Reviews

Verint Workforce Management reduces hold time

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Great solution

Use Cases and Deployment Scope

Pros

Return on Investment

Usability

Alternatives Considered

58% more volume with the same number of agents, 70% reduction cost

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability