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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

(1-2 of 2)
Companies can't remove reviews or game the system. Here's why
September 08, 2023

Review from the Authoring Side

Verified User
Employee in Quality Assurance
Legal Services Company, 201-500 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
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.
Return on Investment
  • 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.
Alternatives Considered
Not applicable for me. This is the first Knowledge Management System I have used.
Time to Value
Unknown
Workflow Efficiencies
Unknown in my role.
Audience Segmentation
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.
Other Software Used
Users and Roles
100
The Client Contact Centre.
Support Headcount Required
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.
Business Processes Supported
  • 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
Innovative Uses
  • 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.
Future Planned Uses
  • Unknown
Likelihood to Renew
8
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.
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