Spring to Verint Knowledge Management!
September 05, 2023
Spring to Verint Knowledge Management!
Score 10 out of 10
Vetted Review
Verified User
Software Version
Professional
Overall Satisfaction with Verint Knowledge Management
We use Verint Knowledge Management to record and evaluate our associate's phone calls and emails with customers. We also use the reporting functions within Verint as well.
- Captures all inbound customer calls
- Very user friendly
- Functions regularly
- Nothing at this time
- Improved first contact resolution
- Helped assist in finding a call from a disgruntled customer
- Ease of use
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?
I wasn't involved with the selection/purchase process
Did implementation of Verint Knowledge Management go as expected?
I wasn't involved with the implementation phase
Would you buy Verint Knowledge Management again?
Yes
I wasn't involved in the implementation of Verint Knowledge Management, however it makes my job as a Quality Monitoring Analyst very easy and provides consistency across all associates I evaluate. Having the ability to pull reporting to provide to our Supervisor Teams for their associates is very beneficial and helps to summarize associate goals in an easy to use format.
Having a consistent form across most of our business units has helped our efficiency in quality monitoring.
It's allowed for Supervisor teams outside of our department to utilize it's functionality with reporting and being able to easily pull a call from an associate that may be in question.