Verint Knowledge Management

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.

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.

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.

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.

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.

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.

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.

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.

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.

I use speech analytics to support several departments in driving improvements in our company as well as day-to-day trend tracking.