Verint Knowledge Management

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.

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.

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

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.

Verint Knowledge Management is like Google in the sense of our procedures and makes it for the most part easy to use.

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.

To capture voice and screens of associates in order to monitor, evaluate and coach them to provide an effortless experience for our customers.

Verint KM is used when we have flight interruptions to provide accurate information to front line staff to assist guests.

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.

It is a great tool our agents use to provide quick information to our citizens.

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.

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.

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.

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.

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.

It is well suited when integrating with Engagement Management so that the agents have Verint Knowledge Management available while on the call.

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

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.