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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

Makes Searching Easy!

8 out of 10
December 14, 2023
Incentivized
Verint Knowledge Management is used widely throughout the organization as the one source of truth. It is the source of all information …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Reviewer Pros & Cons

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Kassidy Mastney | TrustRadius Reviewer
Kassidy Mastney
Quality and WFM specialist
SBD Outdoor (Consumer Services, 51-200 employees)
Verified User
Director in Product Management
Financial Services Company, 1001-5000 employees
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Pricing

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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
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Product Demos

Knowledge Suggestion Bot

YouTube

Meet the Knowledge Author Bot | Specialized AI Bots

YouTube

Knowledge Creation Bot

YouTube
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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 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 visual exercise.Screenshot of Knowledge Management Professional: The dashboard is 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 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. ...
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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

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).
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Comparisons

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Reviews and Ratings

(46)

Attribute Ratings

Reviews

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
June 14, 2023

Searching at High Speeds!

Verified User
Manager in Customer Service
Financial Services Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • Dynamic Search
  • Organization
  • Approval Workflows
  • Reporting
  • Roles can be complicated
  • SSO improvement with management of terminations
  • Differing workflows for K-bases
Likelihood to Recommend
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.
Return on Investment
  • Improved handle time
  • Saved time to locate the correct information
  • Ability to give feedback directly to editors
Time to Value
I can't give specific numbers but it's far above our internal legacy communication platform. The searching has really impacted our users by reducing the time it takes them to find the information they are looking for. The previous platform would return 200+ search items compared to Verint Knowledge Management's 5 due to our ability to control/manage the terms and synonyms to make the tool work for our users.
Workflow Efficiencies
We are working on broadening the areas that will use Verint Knowledge Management in our organization. Right now the internal workflows work great for the business units that use them. We've recently customized the workflow to include Compliance review. This allows us to track internal approvals all in Knowledge eliminating the need to communicate about content outside of the tool.
Audience Segmentation
We've been able to get the applicable information to the right users. Verint Knowledge Management allows us to not flood our users with information not relevant to their jobs and keep the right information available to the users who need it. The audience segmentation allows the search tool to be more effective.
Other Software Used
Users and Roles
1500
Contact center agents
Support Headcount Required
1
High attention to detail and the ability to pull together departments to manage communications and expectations.
Business Processes Supported
  • Elevated Search Experience
  • Gap reporting to enhance articles
Innovative Uses
  • Internal workflow approvals
Future Planned Uses
  • Integrating with Real Time Agent Assist
Likelihood to Renew
10
Knowledge is an exceptional tool that has solved a gap to reduce the training time of new associates and promote knowledge retention.
Products Replaced
No
Key Differentiators
  • Ease of Use
We needed a user friendly tool for our associates.
Evaluation Lessons Learned
I wouldn't change it.
Implementation Details / Implementation Partner
  • Implemented in-house
Implementation Phases
Yes
We broke up the onboarding of different business units and sites to ensure a tailored onboarding approach for each agent. This allowed us to address questions, minimize negative feelings towards change, and help them adapt to use of the tool.
Implementation Issues
  • Associate resistance to change
Implementation Rating
10
This was the simplest integration of software I've ever experienced.
Support Rating
10
The support and development teams for Knowledge are exceptional. They are attentive and truly care about the experience of their customers and their goals.
Premium Support
NA
Bug Resolution
Yes
Absolutely! The support/project teams have a high degree of pride in their tool and their support reflects that.
Exceptional Examples of Verint Knowledge Management Support
We needed a customized workflow that would work with our internal organization process for procedure/article approvals. The Director of KM, herself, stepped in to help us develop a workflow that met our needs.
Easy Tasks
  • Search
  • Reporting
  • Feedback
  • Article approvals
Difficult Tasks
  • NA
Usability
10
It's an easy common sense tool to use. Taking the guess work out of the agent's hands.
April 01, 2023

KM Pro Review from a Training and KM Manager

CJ
Christy Jacqmein
Manager, Training & Knowledge Management
American Credit Acceptance (Financial Services, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
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.
Return on Investment
  • 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
Alternatives Considered
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.
Time to Value
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.
Workflow Efficiencies
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.
Audience Segmentation
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.
September 15, 2022

Verint Knowledge Management.

Verified User
Analyst in Corporate
Financial Services Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
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.
Return on Investment
  • Improved handle time
  • Improved First Contact Resolution
  • Reduced hold times
Time to Value
Verint Knowledge Management's availability in the cloud makes it a great option for forward thinking organizations. With its intelligent searching and intelligent content recognition, any company would see great benefits in both the short term and long term goals it has. Verint is a great vendor partner with many knowledgeable and readily available resources.
Workflow Efficiencies
At this time, this information has not been measured or is not readily available.
Audience Segmentation
Currently only used within the contact center and not in other areas of the company.
Other Software Used
May 30, 2022

Verint Review by a Newb

SD
Shelby Dotson
Speech Analyst
BECU (Banking, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
I use speech analytics to support several departments in driving improvements in our company as well as day-to-day trend tracking.
Pros and Cons
  • 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.
Likelihood to Recommend
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.
Return on Investment
  • It enables me to confidently respond to questions regarding new system impacts on customers and representatives.
  • I am able to provide data to support several departments in making the improvements they would like to.
  • I prevent losses when I am able to highlight that a change is not necessary.
Alternatives Considered
N/A
Time to Value
It has saved us several hours of fine combing through call after call.
Workflow Efficiencies
We are able to power through ad hoc requests same day vs several days out.
Audience Segmentation
We are able to tailor categories to fit our specific needs. When we revamped our business online banking we were able to set key terms in the new category we built to attain live feedback of what the customers were looking for as well as what challenges our representatives were facing.
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