Item: Verint Knowledge Management
Rating: 10
Author: Priscilla Soria

Overall Satisfaction with Verint Knowledge Management

Use Cases and Deployment Scope

It increases efficiency and productivity. It is a reliable source of truth where everyone can go to find the information they need without conducting multiple searches in several sources or constantly interrupting essential personnel with repeat questions. Reduces duplicate or outdated information.

Pros and Cons

Pros

Optimized training.
Improved quality of information.
Quicker decision-making.

Cons

Sending emails of updates or training alerts.
Creating access profiles for different users.
More concrete examples.

Return on Investment

Improved handle time.
FCR increased.
Reduced duplicate information.

Alternatives Considered

Speech, DPA, AQM, WFM, and Performance Management.

Key Insights

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

Time to Value

Our company's knowledge-sharing culture is one that creates an adaptable, aligned, engaged, resilient and high-functioning team.

Workflow Efficiencies

Increased our productivity by 25%.

Audience Segmentation

We have been able to eliminate duplicate or outdated information. Allowing us to focus and prevent silos within our Agents/Teams.

Other Software Used

Verint Enterprise Experience, Verint Messaging, Cisco Finesse

Likelihood to Recommend

Prevents company silos - Managing knowledge effectively ensures everyone has access to the knowledge they need to work in alignment with company goals and stay productive.

Comments

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Increase productivity with Verint Knowledge Management