Item: Verint Knowledge Management
Rating: 10
Author: Heather Fredenburg

Overall Satisfaction with Verint Knowledge Management

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

Captures all inbound customer calls
Very user friendly
Functions regularly

Cons

Nothing at this time

Return on Investment

Improved first contact resolution
Helped assist in finding a call from a disgruntled customer
Ease of use

Alternatives Considered

N/A

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?

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

Likelihood to Recommend

To capture voice and screens of associates in order to monitor, evaluate and coach them to provide an effortless experience for our customers.

Comments

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Adrienn Tordai
(Vendor Representative) commented 2 years ago
Hi there, Heather! Thank you so much for writing a stellar, 5-star review of Verint Knowledge Management! We’re thrilled to hear that you are satisfied with the flagship features of the solution. Having a reliable tool to help you save the day for a disgruntled customer can make all the difference! If you have any updates to this review in the future, feel free to edit it with new information as you continue to use Verint KM. Keep up the great work! Cheers

Spring to Verint Knowledge Management!

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