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Verint Review by a Newb
May 30, 2022

Verint Review by a Newb

Shelby Dotson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Knowledge Management

I use speech analytics to support several departments in driving improvements in our company as well as day-to-day trend tracking.
  • 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.
  • 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.
N/A

Do you think Verint Knowledge Management delivers good value for the price?

Yes

Are you happy with Verint Knowledge Management's feature set?

Yes

Did Verint Knowledge Management live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Verint Knowledge Management go as expected?

I wasn't involved with the implementation phase

Would you buy Verint Knowledge Management again?

Yes

It has saved us several hours of fine combing through call after call.
We are able to power through ad hoc requests same day vs several days out.
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.
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.