Searching at High Speeds!
Updated June 14, 2023
Searching at High Speeds!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Verint Knowledge Management
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.
- Dynamic Search
- Organization
- Approval Workflows
- Reporting
- Roles can be complicated
- SSO improvement with management of terminations
- Differing workflows for K-bases
- Improved handle time
- Saved time to locate the correct information
- Ability to give feedback directly to editors
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?
Yes
Did implementation of Verint Knowledge Management go as expected?
Yes
Would you buy Verint Knowledge Management again?
Yes
I can't give specific numbers but it's far above our internal legacy communication platform. The searching has really impacted our users by reducing the time it takes them to find the information they are looking for. The previous platform would return 200+ search items compared to Verint Knowledge Management's 5 due to our ability to control/manage the terms and synonyms to make the tool work for our users.
We are working on broadening the areas that will use Verint Knowledge Management in our organization. Right now the internal workflows work great for the business units that use them. We've recently customized the workflow to include Compliance review. This allows us to track internal approvals all in Knowledge eliminating the need to communicate about content outside of the tool.
We've been able to get the applicable information to the right users. Verint Knowledge Management allows us to not flood our users with information not relevant to their jobs and keep the right information available to the users who need it. The audience segmentation allows the search tool to be more effective.
Using Verint Knowledge Management
1500 - Contact center agents
1 - High attention to detail and the ability to pull together departments to manage communications and expectations.
- Elevated Search Experience
- Gap reporting to enhance articles
- Internal workflow approvals
- Integrating with Real Time Agent Assist
Evaluating Verint Knowledge Management and Competitors
- Ease of Use
We needed a user friendly tool for our associates.
I wouldn't change it.
Verint Knowledge Management Implementation
- Implemented in-house
Yes - We broke up the onboarding of different business units and sites to ensure a tailored onboarding approach for each agent. This allowed us to address questions, minimize negative feelings towards change, and help them adapt to use of the tool.
- Associate resistance to change
Verint Knowledge Management Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
Yes - Absolutely! The support/project teams have a high degree of pride in their tool and their support reflects that.
We needed a customized workflow that would work with our internal organization process for procedure/article approvals. The Director of KM, herself, stepped in to help us develop a workflow that met our needs.
Using Verint Knowledge Management
| Pros | Cons |
|---|---|
Like to use Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Familiar | Unnecessarily complex |
- Search
- Reporting
- Feedback
- Article approvals