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Verint Knowledge Management

Verint Knowledge Management

Overview

What is Verint Knowledge Management?

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.

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Recent Reviews
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Awards

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Pricing

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KM Professional

Contact Sales

Cloud

KM Enterprise

Contact Sales

On Premise

KM Enterprise

Contact Sales

Cloud

Entry-level set up fee?

  • Setup fee optional

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Product Details

What is Verint Knowledge Management?

Verint Knowledge Management™ is a configurable solution that provides customers and contact center agents with access to information across channels to improve both customer experience and operational productivity.

It’s a single source of truth.

Its patented, AI-infused search technology is designed to find and present users with accurate, relevant answers, eliminating time-consuming research.

With an array of search, content management, reporting and integration features, Verint Knowledge Management is configurable to meet the demands of growing organizations and blend into the most complex business environments, including contact centers, self-service portals, and other customer support platforms.

The vendor states Verint Knowledge Management results, in contact centers:
• 50% reduction in agent training time
• 75% reduction in time for agents to find the right answers
• 28% increase in workforce productivity

Verint Knowledge Management Features

  • Supported: AI-enabled cognitive search optimizes search results automatically
  • Supported: Federated search to integrate external content sources into a common view
  • Supported: Automated Related Content identification through the cognitive search engine
  • Supported: Dynamic faceted search to identify results across categories and tags
  • Supported: Alerts, bookmarks, featured and 'must read' content
  • Supported: Flexible content type definition
  • Supported: REST API's to enable integration of KM with other applications and tools
  • Supported: Decision trees integrated with authored content, available in search
  • Supported: Authoring platform including content sections, segments, versioning, image/video support
  • Supported: Multi-lingual support in over 30 languages, including translation workflow support
  • Supported: Configurable authoring workflow
  • Supported: Support for contextual knowledge delivery: "just-in-time" content based on current user/interaction/category
  • Supported: Entitlement support at the content section, object and category level to tailor content viewed
  • Supported: Automated publication features: version diff, publication/expiration dates, batch search/replace
  • Supported: Dynamic content rating and feedback direct to workflow and reporting
  • Supported: Rich set of OOTB reports, ad-hoc report writer, dashboard and report publication support
  • Supported: Hybrid deployment options: Saas, private cloud, on-premise

Verint Knowledge Management Screenshots

Screenshot of Knowledge Management Professional: Segments content and searches by when the user selects a region.Screenshot of Knowledge Management Professional: Provides quick feedback for each article.Screenshot of Knowledge Management Professional: The editor can review feedback and open the article for editing.Screenshot of Knowledge Management Professional: Decision-tree creation is a simple and highly visual exercise.Screenshot of Knowledge Management Professional: Clean & simple dashboard designed to help agents navigate quickly.Screenshot of Knowledge Management Professional: Editing and previewing an article.Screenshot of Knowledge Management Professional: Article approval process.Screenshot of Knowledge Management Professional: Dashboard.Screenshot of Knowledge Management Professional: Built-in responsive design.Screenshot of Knowledge Management Professional: Cognitive intelligent search.

Verint Knowledge Management Videos

5 proven ways knowledge management improves CX. Knowledge management (KM) offers a single source of truth to deliver answers to questions. By helping connect people to information, KM offres benefits to help improve customer experience.
Webinar: Guest speaker, Kate Leggett, Vice President and Principal Analyst at Forrester Research. Awebinar where she discusses the changing trends in the industry and how emerging knowledge management capabilities can help organizations meet their customer service objectives.
Webinar: Guest speakers from Verint customer, Equiniti, join for a one-hour webinar. On this event, these Knowledge Management (KM) experts will describe the crucial role that Knowledge Management tools play across its business and how KM is fundamental to its wider customer and digital transformation initiatives.
¿Pueden sus clientes y empleados encontrar la información con rapidez? Aprenda 5 formas comprobadas en que la gestión del conocimiento mejora la Customer Experience. La gestión del conocimiento (KM) ofrece una única fuente de verdad para responder eficazmente a las preguntas. ...
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Verint Knowledge Management Competitors

Verint Knowledge Management Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Linux, Mac
Mobile ApplicationNo
Supported CountriesAll
Supported LanguagesAll

Frequently Asked Questions

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.

Salesforce Service Cloud, Oracle Fusion Service, and eGain are common alternatives for Verint Knowledge Management.

The most common users of Verint Knowledge Management are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(46)

Attribute Ratings

Reviews

(1-18 of 18)
Companies can't remove reviews or game the system. Here's why
December 14, 2023

Makes Searching Easy!

Score 8 out of 10
Vetted Review
Verified User
Incentivized
Verint Knowledge Management is used widely throughout the organization as the one source of truth. It is the source of all information that we provide to customers. It includes commonly used procedures and other communication pieces and tools used when interacting with customers.
  • Automatically generated favorites
  • Ease of use
  • Instruction manuals are easy to follow
  • Helpful support
  • It would be ideal to be able to have multiple windows open of KM.
It is well suited for searching specific information to provide to customers depending on the department's needs. It can be tailored to each department. Frequently used keywords and search terms used are saved. Feedback features are also well-designed.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Verint Knowledge Management to house our procedures and to assist our customers with self-serve on our mobile app. We are able to have one centralized location across a range of different departments and avoid duplicate information. We are learning what our users are searching for and what trends are occurring.
  • Great support and response to any tickets!
  • They have a robust reporting system.
  • Single Sign On Management - Have to have manual special access requests.
It's been great to track the versions and the approval workflow due to regulatory concerns.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use Verint Knowledge Management to create knowledge content for our call centre teams. Prior to launching Verint's KMS, our how-to guides were in Word. They were lengthy, difficult to search, difficult to edit and organize.
  • Easy for users to submit feedback on content and provide ideas if content is missing.
  • Easy for content to be edited and published quickly.
  • Tagging and Categories allow for organization of 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.
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.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use Verint Knowledge Management for all procedures and processes instead of an intranet. We have thousands of employees that have access to and use the platform every day due to it having all of our information. Verint Knowledge Management is very important and it is very clunky and hard to navigate at the moment, but, hopefully, we will have a new interface for it sooner than later.
  • It is able to house a lot of information.
  • It makes things transferable throughout the company.
  • It allows multiple different profile types, like admins, managers, and associates.
  • The look is clunky and outdated.
  • It is a bit hard to navigate.
Verint Knowledge Management is like Google in the sense of our procedures and makes it for the most part easy to use.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Knowledge Management is used to house our business's content. We started with only one department using the product as a test and worked with Verint to iron out the needs and wants of our organization before onboarding the rest of the teams. For the most part, KM has been a user-friendly tool. We are continuously looking at the product and working with Verint to meet our needs and wants as a client.
  • It is user-friendly.
  • When we upgraded to Enterprise, it would be great if we would be able to get Agent UI. The current version does not have the best front-facing functionality.
As we continue to make Verint KM work for us, we have found that it is a good tool for the organization. When we migrated to Enterprise, we did lose some features that we have cases open for and hope to get back in the future. Still, with that missed feature, we still navigate through.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Verint Knowledge Management to record and evaluate our associate's phone calls and emails with customers. We also use the reporting functions within Verint as well.
  • Captures all inbound customer calls
  • Very user friendly
  • Functions regularly
  • Nothing at this time
To capture voice and screens of associates in order to monitor, evaluate and coach them to provide an effortless experience for our customers.
June 15, 2023

Knowledge!

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Product is used within the entire organization to provide a wide variety of knowledge to assist with complex issues. The product addresses a business problem with unified knowledge that is used and shared across many business units.
  • Large capacity for storage
  • Functional app that always works
  • Maintenance windows interfering with our ability to access knowledge
  • Vanity URL's
Verint KM is used when we have flight interruptions to provide accurate information to front line staff to assist guests.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We utilize Verint Knowledge Management across our internal department teams to provide information to our associates who directly service and impact our customers. Verint Knowledge Management allows our users to get the information they need quickly to provide a high degree of service to our customers. Verint Knowledge Management reduced the time it took our associates to locate the right information by using the dynamic search functionality resulting in a better customer experience. We're able to leverage gap reporting to identify knowledge gaps and enhance search to streamline the agent experience. We are also utilizing Knowledge for our mobile and website to provide customers the information they are looking for.
  • Dynamic Search
  • Organization
  • Approval Workflows
  • Reporting
  • Roles can be complicated
  • SSO improvement with management of terminations
  • Differing workflows for K-bases
Verint Knowledge Management is fantastic in our call center areas. It's less effective with our support teams because they are not directly on the phone with our customer base resulting in those immediate savings.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use the product on a daily basis for knowledge base research of articles and information to provide to citizens. I would like to have this customer-facing to alleviate call-ins to the customer care center to alleviate high call volumes.
  • Holds extensive data
  • Quick reference for non department users
  • Easy to use when updating and adding articles
It is a great tool our agents use to provide quick information to our citizens.
Score 9 out of 10
Vetted Review
Verified User
We use Verint KM Pro primarily to support our front line agents. Previously, agents used a combination of emails, personal notes, and team SMEs to answer questions or get assistance on processes. Our mission was to put accurate, referenceable, and digestible information in the hands of our associates, quickly - we wanted to create a space that was accessible by associates working from multiple locations that helped standardize practices across the board.
  • 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.
  • My KM specialists are frequently losing their work because they need to insert an image and navigated to the file library without first saving their draft. We could use a prompt there to make them pause.
  • We often accidentally lock out an article and it takes somewhere between 30 minutes to 90 minutes for it to unlock. I would love to have access to an override ability to manually unlock an draft article.
  • I wish the system had an inherent video player so we did not need to host videos on other sites like YouTube, to imbed them in our content.
  • Off-the-wall, but it would be great to add a gamification feature that allowed us to build quizzes related to content, that if completed could earn user profile badges for their tested proficiency.
I find Verint KM Pro well suited for situations where the audience is primarily consuming the information, but wants the ability to influence it. We use it for call handling, interaction handling, and transaction processing. It's great for the ability to maintain version control, making it optimal for spaces that are heavily regulated like the finance or healthcare industries.

Where Verint KM Pro has not worked for us are more collaborative teams who are looking for more direct contribution to knowledge. They want shared ability to add, alter, or edit content communally, rather than having it moderated through a feedback loop.

We also find it less beneficial for groups who have routine and less complex work - the value of bringing them into the system is not as advantageous.
December 29, 2022

Copypaste

Score 10 out of 10
Vetted Review
Verified User
Incentivized
My company uses Verint to create schedules for all our employees. We also use it to monitor, record, and analyze customer calls. We use the speech recognition features to identify and categorize specific calls and queue them to the employees that can assist in very specific situations. We also use a variety of the reports. Learning more every day.
  • Schedules
  • Interactions
  • Reports
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Knowledge Management allows for better training and information retention of call center agents. Being able to quickly and easily find relevant content to the topic of the conversation can make each and every call more efficient. Knowledge Management reduces the time an agent spends with a client on hold while they need to search knowledge bases for the correct content.
  • Identifying relevant content.
  • Displaying content to agents.
  • Great repository for knowledge information.
  • Continued improvement to stay ahead of the industry.
  • Future proofing the UI.
  • Continued improvements to ease of use.
Verint Knowledge Management is a great option to consider when an organization is trying to streamline the accessibility of information or knowledge bases available to their employees. Call center agents will love to have all information that is relevant to their phone call easily available to meet the needs of their clients on the other end of the line.
Priscilla Soria | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
It increases efficiency and productivity. It is a reliable source of truth where everyone can go to find the information they need without conducting multiple searches in several sources or constantly interrupting essential personnel with repeat questions. Reduces duplicate or outdated information.
  • Optimized training.
  • Improved quality of information.
  • Quicker decision-making.
  • Sending emails of updates or training alerts.
  • Creating access profiles for different users.
  • More concrete examples.
Prevents company silos - Managing knowledge effectively ensures everyone has access to the knowledge they need to work in alignment with company goals and stay productive.
July 07, 2022

Verint @ Best!

Score 10 out of 10
Vetted Review
ResellerIncentivized
Part of my responsibilities was not just to be the Client/User based Engineer but also the liaison between our clients and their preferred recording platforms. That said, the Verint Knowledge Management access provided the ability to quickly and efficiently provide information on how-to's on the fly as well as share these resources of information inclusive of installation, configuration, and use cases.
  • How to add a user access
  • System configurations requirements
  • Database access questions
  • Training
  • Continue share the access
Verint Knowledge Management is very well suited for internal educational purposes and the most common Q&As. I can't think of a case where it's not.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Agents that get involved in a call/email that can help them build up. I have heard that sometimes the pop-up of the Knowledge content greys out the rest of the screen to work with and can be challenging for the agents to work/scroll through the content and continue on with the call/email.
  • Search
  • Organization
  • Locking out the screen the agent was currently on
Verint Knowledge Management Review is well suited for agents that have the time to collect the information and offers a broad range of content. Also, love that can publish when ready and build out the content when needed.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Verint Knowledge Management is a wonderful tool for our agents to use. It allows them to have knowledge at the tip of their fingerprints while handling a call. It is easy for authors to create and manage. I love that there is a case management system that allows Verint Knowledge Management authors to review articles to make sure that it's still relevant. Agents are able to submit feedback regarding an article and notify Verint Knowledge Management authors if the articles are outdated. Even though I love the decision tree functionality, it takes a lot to build them out, and sometimes, they are not as intuitive as I would like them to be and sometimes it can be difficult to build them to be reportable. I would still recommend the product to users as it does help empower our agents with knowledge.
  • Allows agents to search for information while on the call without leaving EM
  • Allows agents to provide feedback on articles
  • Allows Verint Knowledge Management authors to easily create articles
  • Make it easier to build decision trees
  • Make reporting easier
It is well suited when integrating with Engagement Management so that the agents have Verint Knowledge Management available while on the call.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
My team manages the full enterprise implementation of Knowledge Management (KM). We support multiple organizations and external clients who use KM artifacts and the KM integration with our platform for all facets of healthcare. Materials can be used for self service, claims, billing, enrollment, IT, and support services.
  • Search capabilities
  • Authoring workflows
  • Tagging/taxonomy
  • Image handling and security
  • Editor functions
  • Report processing
Well suited: General self-service documents, basic security with images and attachments, training and how-to materials, and structured content

Not Well Suited: testing information, complex documents with multiple tree structures and dozens of embedded images, transition of documents from formats like ms word, or complex security scenarios within the same organization
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I use speech analytics to support several departments in driving improvements in our company as well as day-to-day trend tracking.
  • Verint is continually improving and building out new features to make our job easier.
  • Verint's support system is always readily available and receptive.
  • I appreciate the resources Verint supplies so I can continually refine my skills.
  • Text Analytics has been malfunctioning for us for a while.
  • I would like to be able to export items more interactively into Excel or PowerPoint so I spend less time finagling details between Verint and the final presentation.
It's excellent for catching trends in live feedback from representatives and customers. This is beneficial for us in that we will be able to incentivize directors to make necessary changes in our organization using up-to-date and easy to retrieve data. Something more specific that I have been struggling with is detecting transferred calls made in error. There was not a category set for that and wrestling with the terminology has been challenging. I do appreciate that Verint's system allows me to pull from recommended terms to test out with the category I am building.
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