Item: Verint Knowledge Management
Rating: 8
Author: Michelle Graff

Use Cases and Deployment Scope

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.

Pros and Cons

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Organization

Locking out the screen the agent was currently on

Return on Investment

Ability to give feedback

Alternatives Considered

I haven't used any other products like knowledge management outside of Verint Knowledge Management Review. I'm new to the call center role.

Key Insights

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

Not sure

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

Workflow Efficiencies

Helping calls and customer contact timing reductions.

Likelihood to Recommend

Verint Knowledge Management Review is well suited for agents that have the time to collect the information and offers a broad range of content. Also, love that can publish when ready and build out the content when needed.

Knowledge Management Review

Overall Satisfaction with Verint Knowledge Management