Likelihood to Recommend Chameleon Intelligent Tech Inc.
Seems like a great solution for web-based apps and sites when you want to communicate with your users in a fairly lightweight way. Users can "escape" from your guided tours relatively easily. Not sure how it would work for a combined web and mobile experience. Also, if you have a responsive layout, the layout of the guide sometimes breaks - you have to be careful
Read full review Verint KMS is great for organizing content by categories for different teams and by different topics. It is easy to search and the Related Content makes moving from one piece of content to the next relevant piece quite easy. On the authoring side, the ability to schedule publishing or expiration is very handy. It is also really easy to make edits and have content ready and published for readers quickly. Verint's KMS isn't well suited if your users wish to be able to organize their favourited content or if you need a wide-range of options on the authoring end of things.
Read full review Pros Chameleon Intelligent Tech Inc.
Super easy installation/setup particularly if you use Segment. Improved and relatively easy to learn UI. Great minimal/elegant design of the elements that get displayed to your users. Read full review 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. Read full review Cons Chameleon Intelligent Tech Inc.
There are not quite as many interactive elements as I'd like to see, but enough to get the job done. The general editing UI is good, but some of the elements could be easier to discover. You sort of have to trial-and-error your way to success. Documentation is fairly light. If you really want to dig in, you'll find it lacking. Luckily support was awesome and fast. Read full review 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. Read full review Likelihood to Renew Chameleon Intelligent Tech Inc.
Knowledge is an exceptional tool that has solved a gap to reduce the training time of new associates and promote knowledge retention
Read full review Usability Chameleon Intelligent Tech Inc.
It's an easy common sense tool to use. Taking the guess work out of the agent's hands
Read full review Support Rating Chameleon Intelligent Tech Inc.
The support and development teams for Knowledge are exceptional. They are attentive and truly care about the experience of their customers and their goals
Read full review Implementation Rating Chameleon Intelligent Tech Inc.
This was the simplest integration of software I've ever experienced.
Read full review Alternatives Considered Chameleon Intelligent Tech Inc.
We had some colleagues try to implement
WalkMe with their Single page app and it was a disaster getting it to work (it eventually did, mostly). Because we already use Segment, we thought we'd give Chameleon a try and it was very easy. I built my first tour in an hour or two.
Read full review 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.
Read full review Return on Investment Chameleon Intelligent Tech Inc.
Saved us time/money building extensive documentation. Quicker to implement a few other solutions. We have access to an enterprise product for FREE, but we chose not to use it because implementation was too cumbersome. Read full review 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. Read full review ScreenShots Verint Knowledge Management Screenshots