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Review from the Authoring Side
Updated September 08, 2023

Review from the Authoring Side

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Professional

Overall Satisfaction with Verint Knowledge Management

We use Verint Knowledge Management to create knowledge content for our call centre teams. Prior to launching Verint's KMS, our how-to guides were in Word. They were lengthy, difficult to search, difficult to edit and organize.
  • Easy for users to submit feedback on content and provide ideas if content is missing.
  • Easy for content to be edited and published quickly.
  • Tagging and Categories allow for organization of content.
  • The authoring side could be improved with additional options for fonts and easier formatting for table content. I have issues with trying to add colour to one portion of a table and not the other, so I have to resort to creating in Word first and then copying over to Verint. There is also no option to create steps in one row and the next step in the next row. I end up just adding 1., 2., etc. manually.
  • Many users would like to be able to organize their bookmarks into folders and the system doesn't allow this. Many have taken to creating bookmark folders in Microsoft Edge instead.
  • There were a few bugs that went on for a few months that made the initial launch of the KMS more difficult for the users and on the authoring side. The issues were with how the search results came up and what displayed for related content. It wasn't the best first impression for our agents using the system while on calls and made it more difficult. The issues were fixed after a few months of use.
  • Content is easier to keep up to date and publish on an urgent basis.
  • Some users love the system, while others still find it difficult to find the information they need and miss the former guides we used. I think this is a result of the system issues that persisted for a few months after launch and will hopefully improve with time.
  • Users love being able to submit feedback and it makes it easier for errors, missing information and out of date information to be caught and fixed.
Not applicable for me. This is the first Knowledge Management System I have used.

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?

Yes

Did implementation of Verint Knowledge Management go as expected?

No

Would you buy Verint Knowledge Management again?

Yes

Unknown
Unknown in my role.
We have been able to have more content that is geared towards multiple groups. The difficulty with this is that our users have to change where they search to find the content that applies to multiple teams.
Verint KMS is great for organizing content by categories for different teams and by different topics. It is easy to search and the Related Content makes moving from one piece of content to the next relevant piece quite easy. On the authoring side, the ability to schedule publishing or expiration is very handy. It is also really easy to make edits and have content ready and published for readers quickly. Verint's KMS isn't well suited if your users wish to be able to organize their favourited content or if you need a wide-range of options on the authoring end of things.

Using Verint Knowledge Management

100 - The Client Contact Centre.
3 - Author - Myself, also am the resident "expert", trouble-shooter and main person who manages the KMS.
Reviewer - Provides support when I am away for authoring and also reviews content when required.
Senior Manager - Opens tickets, troubleshoots issues, a point of contact between myself and the leadership team when changes are needed.
  • Knowledge for our frontline staff to complete their daily tasks/interactions with clients
  • Communications to staff on knowledge related changes/reminders
  • Feedback to identify gaps in knowledge and possible improvements
  • As a communication tool for direct contact between myself (author) and the users, where previously all communication was through the management being a sort of middleman of information.
  • Unknown