Verint Knowledge Management Reviews & Insights

In our organization, This Verint Knowledge Management product helps to drive down questions the associates put customers on hold for. Now they can get the answers they need in seconds leaving the customer on the line leading to a good customer experience

We use this module to troubleshoot issues and challenges across the features we use in Verint. Enterprise recording and Quality management, KNowledge management helps to identify key factors that can cause problems to the functionality of the referred features.

The easyness of use makes it very useful for technical teams

We add Virtual AI Agent in live agent platform, connected to our LMS, policies, landing pages to give agents accurate answer on spot for customer request

More efficient agents reducing Average handling time

We use Verint Knowledge Management as an enterprise-wide KM solution for client and end-user content. Information spans many areas of the healthcare discipline and allows our resources to assist clients and callers in solving department- and platform-specific issues. It also allows for self-service with helpful how-to documents, processes, and procedures.

Verint KM is well-suited for informational materials, desk level procedures, reference information, and other materials suitable for any large-scale knowledge management application.

Self service for our customers, and offering up knowledge to our product support associates.

lots of content, lots of products, externally and internally facing

We use the KM articles to provide insight on how to be more efficient

I have personally used KM articles to troubleshoot issues during upgrades that are needed

Verint Knowledge Management is used to improve the agents workflow and finding information much quicker and easier. Which in turn creates a great atmosphere for patients. The most signicant business problem that is face would be the vast degree of information agents need to learn and know on the fly. These leaves the organization susceptible to errors and a lack of feeling safe for a patient. If the agent on the phone makes a mistake regarding a message left for a provider, this might show a simple cover up of ambiguous types of treatment from PAs and providers.

Best suited would be any size organization that has many many avenues of how the business is run. Especially in a business isn’t standaried. Secondly, it’s less important for small knowledge based places of employment. Say a very small healthcare facility that everyone knows everyone. Knowledge management tool would help, but the reward vs cost would be minimal.

Using this tool has really helped us evolve into new areas of business. It helps us keep the connection to our Advocates who are looking for specific information. Advocates are encouraged to share any information to better serve themselves and our Customers. It helps us understand and share situational awareness.

Many Advocates can use this in all of our different locations. Motivated Advocates can develop themselves at their own pace. It also is a very efficient way of communicating.

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.

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.

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.

It's been great to track the versions and the approval workflow due to regulatory concerns.