Likelihood to Recommend Qualtrics is a good medium for creating surveys and getting analytics back for it. I think it's easy to learn if you are in the business of creating surveys or if it's part of your studies. It can be a little overwhelming for a brand new user who has never created a survey for the first time. So onboarding could be better.
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 Qualtrics CoreXM is easy to use for quick one-time surveys or for measuring opinions over time It's great for sending/managing RSVPs for meetings or other gatherings or to collect important data like Conflict of Interest declarations. Qualtrics CoreXM's reporting and crosstab functionality is beefy and gets better all of the time. I'm always amazed at how easy it is to generate reports for sharing my survey response data and research. 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 The collaborate feature can be clunky and sometimes we have to remove access and add a person back in for them to see the survey in their lists We have a contract through our university and more than one person has created their account in the wrong place, causing some administrative headaches as that is fixed so that we can collaborate on surveys with them. I wish it was easier to organize my surveys into folders, there should be a more efficient way to do that. 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 I was impressed a couple years ago when two heads of market research at Fortune 500 companies told me about them, and I've been even more impressed with the advancements I've seen in the last year. I like where the company is headed, and I look forward to using them again in a future role.
Read full review 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 All the menus are very user friendly and intuitive. I can always find exactly what I'm looking for and can change anything I need to with ease. All the elements of the survey are adjustable with very little effort and without confusion.
Read full review It's an easy common sense tool to use. Taking the guess work out of the agent's hands
Read full review Support Rating Whenever we have had an issue with trying to figure out how to do something (even though the documentation is incredibly well put together) we have asked Qualtrics support and have always received our answer nearly immediately (I think in maybe 10 times, only once did a support person need to call us back). Qualtrics support is dedicated to solving customer issues right, and in the first contact, if at all possible
D. SKye Hodges Project Manager, Systems/Tools (Global Services Operations)
Read full review 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 Online Training I still use it. It does everything you need an online survey to do. From heat mapping to complex skip logic and display logic. I use it weekly and it never disappoints
Read full review Implementation Rating I like being able to easily integrate new colleagues by simply giving them a log in user name and password
Read full review This was the simplest integration of software I've ever experienced.
Read full review Alternatives Considered ]Qualtrics] CoreXM is great if you want something that is a little more [long] lasting and impactful than a simple survey engine, but aren't quite ready for something that is a long term sustainable program. I would put [Qualtrics] CoreXM squarely in the large, defined project phase. CX is more of the program phase, and other lessor vendors are great for the pre-project definition phase
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 Increased productivity due to the highly intuitive user-interface and template saving capabilities. Reporting and analytics are extremely valuable. Our team can track responses and share feedback/results extremely quickly. If a user has created a great template, they can share to external teams quite easily. It helps other departments! 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