Knowledge Management: Rethink What's Possible
Consumer patience for the wrong answer is non-existent. Deliver accurate information in an instant.
Customers
Verint partners with thousands of iconic brands to close the Engagement Capacity Gap, engage customers and create differentiated experiences.
Finding a Needle in a Growing Haystack
When your customers have questions or issues, they demand immediate, accurate answers in their channel of choice. Easier said than done, right?
Your products and processes frequently change, and the amount of information housed within your organization grows daily.
Customers and employees both struggle to find answers. Your team is overwhelmed by cumbersome manual tagging and linking of information.
Finally, there is a better way.
Imagine a More Intelligent Knowledge Management Experience
Imagine if your knowledge management software worked the same way your brain works. Imagine your software automatically understanding concepts without manual intervention.
Imagine if it worked out of the box, providing immediate benefits with a rapid cloud deployment.
It’s time to rethink knowledge management. Verint can help.
Knowledge Management for Agents
Your contact center agents field an unending stream of complex questions every day. Why not make it easy for them to find the right answers?
With the right tools, your agents can:
- Find up to date information using everyday language.
- See relevant knowledge without even having to search.
- Follow guided decision trees to troubleshoot complex issues.
- Lower average handle time while improving customer satisfaction.
Are you ready to improve agent productivity and effectiveness?
AI Makes Knowledge Automation Possible
Verint Knowledge Management uses patented artificial intelligence (AI) to create a more automated, natural and effective way to connect people to answers.
It’s time for a knowledge management system that:
- Understands nuances in how people ask questions: what people mean, not what they type.
- Anticipates what people want and predicts what they are about to ask.
- Improves through continued use. Learns and clusters knowledge. Makes accessing content more efficient.
Knowledge Management for Your Customers
Self-service is now the front line of defense for your customer service organization and must be treated as a top priority.
Verint Knowledge Management for self-service can help you:
- Provide a superior customer experience at a lower cost.
- Give customers a quick and easy way to get help.
- Understand what customers are looking for without matching exact keywords.
It’s time to help your customers find what they are looking for faster.
Knowledge Management in a Post-Pandemic World
The work-from-anywhere paradigm kicked off by the pandemic is here to stay. While there are many benefits, agents need the right tools to be successful in a remote environment. Knowledge management helps agents find answers when working independently, avoiding long handle times and employee frustration.
Similarly, the pandemic moved the needle even farther for digital engagement. By leveraging knowledge management in self-service, your customers can get the help they need on their own.
Knowledge Management for Compliance Challenges
Today’s compliance requirements are far too numerous and complex for agents to memorize all the information they need to comply.
With the right automated knowledge management system, they don’t have to. With Verint Knowledge Management, you can:
- Create a shared repository of policies and procedures to help ensure consistent answers to customer questions.
- Present required knowledge and scripting automatically during specific processes.
Guide agents step by step through complex procedures, so all required steps are followed.