You Won't Be Sorry If You Utilize This Program!
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 …
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.
Recent Reviews
Awards
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Reviewer Pros & Cons
Pricing
KM Professional
Contact Sales
Cloud
per year Per Interaction
KM Enterprise
Contact Sales
On Premise
KM Enterprise
Contact Sales
Cloud
per year Per Interaction
Entry-level set up fee?
- Setup fee optional
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Demos
Knowledge Suggestion Bot
YouTube
Meet the Knowledge Author Bot | Specialized AI Bots
YouTube
Knowledge Creation Bot
YouTube
Product Details
- About
- Competitors
- Tech Details
- Downloadables
- FAQs
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 Screenshots
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 offers 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. ...
Show More Verint Knowledge Management Competitors
Verint Knowledge Management Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows, Linux, Mac |
| Mobile Application | No |
| Supported Countries | All |
| Supported Languages | All |
Verint Knowledge Management Downloadables
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).
Comparisons
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Reviews and Ratings
(46)Attribute Ratings
Reviews
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
March 19, 2024
You Won't Be Sorry If You Utilize This Program!
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.
- Seamless transitions to different roles
- Efficient Knowledge procedures simplified
- All employees have access to the over all expertise held within Verint Knowledge Management
- So far, we have not had any issues
- We have seen a definite increase in time-saving for Advocates looking for answers.
- We have also noted business gaps.
It was a seamless way for us to provide knowledge to our Advocates.
It empowered our business to improve productivity and operational efficiency. This really has helped us streamline our service to provide better Customer Service to all of our Customers. It has really helped us since a lot of our Advocates are working remotely.
This product is simple and easy to use.
September 08, 2023
Review from the Authoring Side
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.
- 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.
Not applicable for me. This is the first Knowledge Management System I have used.
Unknown
Unknown in my role.
We have been able to have more content that is geared towards multiple groups. The difficulty with this is that our users have to change where they search to find the content that applies to multiple teams.
100
The Client Contact Centre.
3
Author - Myself, also am the resident "expert", trouble-shooter and main person who manages the KMS.
Reviewer - Provides support when I am away for authoring and also reviews content when required.
Senior Manager - Opens tickets, troubleshoots issues, a point of contact between myself and the leadership team when changes are needed.
Reviewer - Provides support when I am away for authoring and also reviews content when required.
Senior Manager - Opens tickets, troubleshoots issues, a point of contact between myself and the leadership team when changes are needed.
- Knowledge for our frontline staff to complete their daily tasks/interactions with clients
- Communications to staff on knowledge related changes/reminders
- Feedback to identify gaps in knowledge and possible improvements
- As a communication tool for direct contact between myself (author) and the users, where previously all communication was through the management being a sort of middleman of information.
- Unknown
June 15, 2023
Knowledge!
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
- Unfortunately do not have access to this information
Have not evaluated other systems
Unfortunately I am not aware.
They have greatly increased efficiency
N/A
April 01, 2023
KM Pro Review from a Training and KM Manager
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.
- Standardization and consistency of process instructions
- Shared access to information by groups working form multiple locations
- Time to competency - we train using the KM system with the expectation of using it to self-solve questions and needs first.
- Enables a quick reaction time to knowledge changes
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.
Implementation was swift and supportive. The team was generally organized with a project plan and partnered where needed to help meet overall project deadlines.
Intelligent searching has been more of a struggle. We continue to field comments from our users about not being able to find information using key word searches. However, as we've identified trends with opportunities to help the search results and have opened support tickets to have those updates applied, the Verint Support team has quickly helped us with our requests.
Intelligent searching has been more of a struggle. We continue to field comments from our users about not being able to find information using key word searches. However, as we've identified trends with opportunities to help the search results and have opened support tickets to have those updates applied, the Verint Support team has quickly helped us with our requests.
Considering that we came from no KM system to this, I'd say the feature that help us curate knowledge and manage the workflows were definitely part of the overall gains from our perspective.
I like that we've segmented our knowledge at the macro level, giving more associates access to more information than the need, but satisfying a curiosity upon demand. To serve the associates who want to limit that view to what they need, the filters readily help us narrow down knowledge based on role.
June 14, 2022
PositivevKM Solutioning
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
- Improved customer self service
- Improved handle time
- Consistent structure for presentation to clients
Improved features and functions, more user-friendly, better reporting capabilities
Implementation was not rapid and we faced a number of challenges. Content migration was largely manual and our product has considerable customizations.
We're not using automation for KM at this time.
We're able to maintain a single version of a piece of content with sections maintained for specific clients. This maintains full security and data segregation while improving maintenance of the document itself.