Verint Knowledge Management

Seamless transitions to different roles

Efficient Knowledge procedures simplified

All employees have access to the over all expertise held within Verint Knowledge Management

So far, we have not had any issues

Automatically generated favorites

Ease of use

Instruction manuals are easy to follow

Helpful support

It would be ideal to be able to have multiple windows open of KM.

Great support and response to any tickets!

They have a robust reporting system.

Single Sign On Management - Have to have manual special access requests.

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.

It is able to house a lot of information.

It makes things transferable throughout the company.

It allows multiple different profile types, like admins, managers, and associates.

The look is clunky and outdated.

It is a bit hard to navigate.

It is user-friendly.

When we upgraded to Enterprise, it would be great if we would be able to get Agent UI. The current version does not have the best front-facing functionality.

Captures all inbound customer calls

Very user friendly

Functions regularly

Nothing at this time

Large capacity for storage

Functional app that always works

Maintenance windows interfering with our ability to access knowledge

Vanity URL's

Dynamic Search

Organization

Approval Workflows

Reporting

Roles can be complicated

SSO improvement with management of terminations

Differing workflows for K-bases

Holds extensive data

Quick reference for non department users

Easy to use when updating and adding articles

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.

Schedules

Interactions

Reports

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.

Optimized training.

Improved quality of information.

Quicker decision-making.

Sending emails of updates or training alerts.

Creating access profiles for different users.

More concrete examples.

How to add a user access

System configurations requirements

Database access questions

Training

Continue share the access

Search

Organization

Locking out the screen the agent was currently on

Allows agents to search for information while on the call without leaving EM

Allows agents to provide feedback on articles

Allows Verint Knowledge Management authors to easily create articles

Make it easier to build decision trees

Make reporting easier

Search capabilities

Authoring workflows

Tagging/taxonomy

Image handling and security

Editor functions

Report processing

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.