Verint Knowledge Management is a Time Saver!

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are able to submit feedback regarding an article and notify Verint Knowledge Management authors if the articles are outdated.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.

It has allowed agents to have knowledge available while on the call and has helped saved the agents time with not having to navigate to another tool to search for knowledge.

It has decreased average handle time and increased knowledge of the agents while on the call.

We have been able to tag the articles so that only appropriate articles are visible to the agents and they don't have to sift through useless articles while on the call with the cardholder.