Item: Verint Knowledge Management
Rating: 9
Author: Christy Jacqmein

Overall Satisfaction with Verint Knowledge Management

Use Cases and Deployment Scope

We use Verint KM Pro primarily to support our front line agents. Previously, agents used a combination of emails, personal notes, and team SMEs to answer questions or get assistance on processes. Our mission was to put accurate, referenceable, and digestible information in the hands of our associates, quickly - we wanted to create a space that was accessible by associates working from multiple locations that helped standardize practices across the board.

Pros and Cons

Pros

The tools to submit and manage user feedback are very effective - they help us respond quickly and interconnect the feedback to the applicable content.
The end user experience is clean and feels familiar, making it optimal to support a group of people who generally have never experienced a KM application before.
Our audience responds well to our ability to insert images, GIFs, videos, PDFs, and more into our content.

Cons

My KM specialists are frequently losing their work because they need to insert an image and navigated to the file library without first saving their draft. We could use a prompt there to make them pause.
We often accidentally lock out an article and it takes somewhere between 30 minutes to 90 minutes for it to unlock. I would love to have access to an override ability to manually unlock an draft article.
I wish the system had an inherent video player so we did not need to host videos on other sites like YouTube, to imbed them in our content.
Off-the-wall, but it would be great to add a gamification feature that allowed us to build quizzes related to content, that if completed could earn user profile badges for their tested proficiency.

Return on Investment

Standardization and consistency of process instructions
Shared access to information by groups working form multiple locations
Time to competency - we train using the KM system with the expectation of using it to self-solve questions and needs first.
Enables a quick reaction time to knowledge changes

Alternatives Considered

Knova Knowledge Management, KnowledgeForce, Bloomfire, eGain and USU Knowledge Management

All of these tools were very useful and practical. For our decision, it came down to understanding our core audience - we determined our average associate was largely unfamiliar with call center and office work in their prior work experience, and as such they would not have previously worked in a KM application before. To help adoption, we sought the solution with the simplest and most familiar interface, and based on internal focus group feedback, that was Verint KM Pro.

Key Insights

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

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

Likelihood to Recommend

I find Verint KM Pro well suited for situations where the audience is primarily consuming the information, but wants the ability to influence it. We use it for call handling, interaction handling, and transaction processing. It's great for the ability to maintain version control, making it optimal for spaces that are heavily regulated like the finance or healthcare industries.

Where Verint KM Pro has not worked for us are more collaborative teams who are looking for more direct contribution to knowledge. They want shared ability to add, alter, or edit content communally, rather than having it moderated through a feedback loop.

We also find it less beneficial for groups who have routine and less complex work - the value of bringing them into the system is not as advantageous.

Comments

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Adrienn Tordai
(Vendor Representative) commented 3 years ago
Hi Christy! Thank you for taking the time to rate Verint Knowledge Management so highly! It's great to hear that KM Pro is so helpful for your front-line agents. Having a central source of knowledge is key to providing fast and efficient customer service. Glad to hear that you like the feedback management, the media content, and the overall UI. I also appreciate you honestly sharing your feedback about challenges with drafts, and accidentally locking articles. We will reach out to you to provide support with these questions. Have an excellent day!

KM Pro Review from a Training and KM Manager

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