Searching at High Speeds!
Updated June 14, 2023

Searching at High Speeds!

Anonymous | TrustRadius Reviewer
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.

Pros

  • Dynamic Search
  • Organization
  • Approval Workflows
  • Reporting

Cons

  • 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

Verint Knowledge Management is fantastic in our call center areas. It's less effective with our support teams because they are not directly on the phone with our customer base resulting in those immediate savings.

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
Knowledge is an exceptional tool that has solved a gap to reduce the training time of new associates and promote knowledge retention.

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

This was the simplest integration of software I've ever experienced.
  • 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

The support and development teams for Knowledge are exceptional. They are attentive and truly care about the experience of their customers and their goals.
ProsCons
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

ProsCons
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
It's an easy common sense tool to use. Taking the guess work out of the agent's hands.

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented 3 years ago
    Hi there! Wow! Thank you so much for writing a stellar, 5-star review of Verint Knowledge Management. We appreciate you taking the time to share your thoughts with us and even update your previous feedback. Also, happy to hear that you’ve had a wonderful experience with our customer support staff. I’ll be sure to forward your kind words to them. I see that your overall review speaks highly of all the Knowledge Management capabilities, such as the ability to reduce training time, promote knowledge retention, improve handle time, and more. Well done for making the most out of the platform! If you can, please also expand your feedback on complicated roles, SSO improvements and other areas you’d like to see addressed in the future. Thanks again for taking the time to put together this very comprehensive feedback. I will share your review with not just the customer support staff but the expanded team. Keep up the great work!

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