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 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.

We use Verint Knowledge Management for all procedures and processes instead of an intranet. We have thousands of employees that have access to and use the platform every day due to it having all of our information. Verint Knowledge Management is very important and it is very clunky and hard to navigate at the moment, but, hopefully, we will have a new interface for it sooner than later.

Knowledge Management is used to house our business's content. We started with only one department using the product as a test and worked with Verint to iron out the needs and wants of our organization before onboarding the rest of the teams. For the most part, KM has been a user-friendly tool. We are continuously looking at the product and working with Verint to meet our needs and wants as a client.

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.

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.

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.

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.

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.

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.

It increases efficiency and productivity. It is a reliable source of truth where everyone can go to find the information they need without conducting multiple searches in several sources or constantly interrupting essential personnel with repeat questions. Reduces duplicate or outdated information.

Part of my responsibilities was not just to be the Client/User based Engineer but also the liaison between our clients and their preferred recording platforms. That said, the Verint Knowledge Management access provided the ability to quickly and efficiently provide information on how-to's on the fly as well as share these resources of information inclusive of installation, configuration, and use cases.

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.

Verint Knowledge Management is a wonderful tool for our agents to use. It allows them to have knowledge at the tip of their fingerprints while handling a call. It is easy for authors to create and manage. I love that there is a case management system that allows Verint Knowledge Management authors to review articles to make sure that it's still relevant. Agents are able to submit feedback regarding an article and notify Verint Knowledge Management authors if the articles are outdated. Even though I love the decision tree functionality, it takes a lot to build them out, and sometimes, they are not as intuitive as I would like them to be and sometimes it can be difficult to build them to be reportable. I would still recommend the product to users as it does help empower our agents with knowledge.

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.