Likelihood to Recommend
If you are not a Gsuite user then using Slite is a great alternative! You essentially have the same functionality of being able to share notes and documents with other team members, as well as keeping notes and documents private.
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 Cheap to start Easy to understand and work with Nice emoji support Continuously improving software, new features all the time 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 I don't love that it doesn't integrate easily with the other tools we use, at least it doesn't as far as I know. Since there is not an Excel sort of capability there is no way it could ever replace Google, so it is sometimes easier to just use Word docs instead of Slite since everything is in one place. I think if Slite extended their product line up, it would be more attractive to use exclusively, instead of just using it for documentation. 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
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
It's an easy common sense tool to use. Taking the guess work out of the agent's hands
Read full review Support Rating
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
This was the simplest integration of software I've ever experienced.
Read full review Alternatives Considered
[In my opinion,] Slite is cheaper but less mature and feature full. Notion is a much more mature solution, so I'd recommend it for teams who want to be at the front and don't care about cost.
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 It is helping manage our documentation and processes all in one place. It is helping with company updates and product releases. It is nice that everyone has access to shared boards and private boards to use. We also use it to track customer feedback after a big release. 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