Starmind in Zurich offers their knowledge sharing platform, featuring augmented Intelligence allowing team members, or employees across departments and offices, to tap into the collective human intelligence in an organization, in real-time.
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Verint Knowledge Management
Score 8.7 out of 10
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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.
Shared knowledge is essential to widely distribute knowledge among the various sectors of the company. Knowledge is power and we have discovered this with Starmind, where we are all capable of solving different problems without the need to work in a certain sector or not.
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.
Anonymous requests, with fast and totally efficient results, which is amazing, most of the time he finds the person trained to solve certain problems.
The search system has filters that help us prioritize what we are really looking for, in this way the search is much more efficient.
Collaborative tools undoubtedly help us to solve communication problems, streamline work processes and achieve work success in carrying out our projects.
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.
Collaborative tools undoubtedly help us to solve communication problems, streamline work processes and achieve work success in carrying out our projects.
I'm still not familiar with its interface in a comfortable way. It seems to me that there are functions whose potential can be exploited more but they are not visual, instead there are many others that can get in the way a little in the daily use of the platform.
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.
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).
The support and development teams for Knowledge are exceptional. They are attentive and truly care about the experience of their customers and their goals
Bloomfire is an excellent tool, it provides multiple similar features, these platforms being intelligent in the search for shared knowledge, however, Starmind seems to me to have better search options and interaction actions between users.
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.
The effective search for the right person to attend specific commercial projects has allowed us to hit the target, since we are exploiting the potential of each of the company's personnel regardless of the department to which they belong, we diversify, learn and adapt to changes, in favor of always achieving the proposed objectives and achieving better performance and work efficiency.
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.
