Databricks offers the Databricks Lakehouse Platform (formerly the Unified Analytics Platform), a data science platform and Apache Spark cluster manager. The Databricks Unified Data Service provides a platform for data pipelines, data lakes, and data platforms.
$0.07
Per DBU
Verint Knowledge Management
Score 8.7 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.
Medium to Large data throughput shops will benefit the most from Databricks Spark processing. Smaller use cases may find the barrier to entry a bit too high for casual use cases. Some of the overhead to kicking off a Spark compute job can actually lead to your workloads taking longer, but past a certain point the performance returns cannot be beat.
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.
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.
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.
Because it is an amazing platform for designing experiments and delivering a deep dive analysis that requires execution of highly complex queries, as well as it allows to share the information and insights across the company with their shared workspaces, while keeping it secured.
in terms of graph generation and interaction it could improve their UI and UX
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).
One of the best customer and technology support that I have ever experienced in my career. You pay for what you get and you get the Rolls Royce. It reminds me of the customer support of SAS in the 2000s when the tools were reaching some limits and their engineer wanted to know more about what we were doing, long before "data science" was even a name. Databricks truly embraces the partnership with their customer and help them on any given challenge.
The support and development teams for Knowledge are exceptional. They are attentive and truly care about the experience of their customers and their goals
The most important differentiating factor for Databricks Lakehouse Platform from these other platforms is support for ACID transactions and the time travel feature. Also, native integration with managed MLflow is a plus. EMR, Cloudera, and Hortonworks are not as optimized when it comes to Spark Job Execution. Other platforms need to be self-managed, which is another huge hassle.
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.
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.
