Knowledge Management
Deliver the right knowledge, at the right time, to enable self-service, improve the consistency and quality of answers, and achieve compliance with regulations and company processes.
Verint Knowledge Management helps you deliver exceptional customer experiences
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Leverage a single source of truth
Verint Knowledge Management integrates seamlessly across your business operations, powering self-service, contact center efficiency, and ensuring consistency across the hybrid workforce.
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Provide automated just-in-time knowledge
Empower support staff and employees with automated, just-in-time knowledge embedded directly in their tools and workflow. Combine your knowledge with Intelligent Virtual Assistants to enable self-service at scale.
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Improve workforce efficiency and effectiveness
Reduce call volumes, drive support quality and improve efficiency simultaneously to generate ROI through improved knowledge development and delivery.
Power great customer experiences with Verint Knowledge Management
Provide faster customer service with contextual information
Your products and processes frequently change, and the amount of information housed within your organization grows daily. Verint Knowledge Management uses context from customer history to personalize results, resulting in the right knowledge appearing with little to no searching.
Remove employee burden with automated content curation
New content is automatically analyzed and optimized for search, removing the burden of manual tagging and linking. This ensures your workforce has the contextual knowledge they need, regardless of channel, to answer questions quickly – helping address today’s complex omnichannel customer service expectations.
Reduce inbound volume by enabling customer self-service
Provide knowledge through configurable web self-service, IVA, and social community applications to help drive online customer satisfaction and reduce call center contacts. Verint Knowledge Management uses proprietary artificial intelligence (AI) to create a more automated, natural and effective way to connect people to answers.
A proven solution that works at enterprise scale
Benefit from a proven solution deployed in some the largest, most complex organizations, spanning more than languages, hundreds of thousands of content objects, and enterprise-level usage.
Elevate Knowledge Across the Enterprise with Verint AI-Powered Bots
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Automate Content Creation with the Knowledge Creation Bot
Leverage the power of AI to detect opportunities for new knowledge articles and use generative technology to create content with the touch of a button.
The AI-Powered Knowledge Creation Bot enables your employees and Intelligent Virtual Assistants to benefit from a more complete, accurate, and useful knowledge base – helping to reduce average handle time, increase first contact resolution, and improve CSAT scores.
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Enable Seamless CX with the Knowledge Suggestion Bot
To provide seamless customer service, agents need the right information at their fingertips. The Knowledge Suggestion Bot does just that. It provides agents with context-specific knowledge in real-time, just when they need it.
Armed with the right information, agents are able to reduce average handle time, increase first call resolutions, and improve CSAT scores.
Halfords Steers Forward with Frictionless Service Delivery
Discover how Verint Knowledge Management enables Halfords to deliver frictionless, multichannel digital service, which increases efficiency and helps the retailer to acquire and retain more customers.
Read the Case Study“Our goal was to inspire customers with a differentiated and super-specialist offer. By reorganizing customer insights, we can support consumers with an integrated, unique, and more convenient services offer.”
Knowledge Management use cases
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Knowledge Management for your 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?
Learn the difference between employee productivity and effectiveness.
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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.
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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.
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"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."
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"The impact of Verint Knowledge Management has been phenomenal, and we couldn't be happier with the overall results."
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"We are able to power through ad hoc requests same day vs several days out."
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"Knowledge Management reduces the time an agent spends with a client on hold while they need to search knowledge bases for the correct content."
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"We have been able to eliminate duplicate or outdated information. Allowing us to focus and prevent silos within our agents/teams."
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"It has saved us several hours of fine combing through call after call."
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Read the complete guide to Knowledge Management
Discover the value knowledge management can bring to your organization, why it’s important, what kind of information it can capture, and how the best tools can help.
Read the Complete Guide to Knowledge ManagementKnowledge Management awards and accolades
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Verint named one of the KMWorld 100 Companies That Matter in Knowledge Management 2020
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Verint Transversal/Sainsbury’s Argos Named Best CX Transformation Through Technology Partnership/CCA
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Verint Recognized in the 2020 Magic Quadrant for the CRM Customer Engagement Center and for the Workforce Engagement Management
Knowledge Management resources
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FAQs on Knowledge Management Platforms
A knowledge management system (KMS) is a type of information system that stores, analyzes, and disseminates knowledge within an organization. A KMS helps an organization capture, organize, and share knowledge so that it can be used more effectively.
There are many different types of knowledge management systems, ranging from simple document management systems to complex artificial intelligence-based systems.
Organizations today are facing an ever-increasing amount of data and information, which can be overwhelming and difficult to manage. Knowledge management systems help organizations to become more effective by quickly identifying new knowledge and expanding intelligence across regions and locations, to support the distributed workforce.
The main components of knowledge management are people, processes, and technology. People are responsible for creating, organizing, and sharing knowledge. Processes define how knowledge is created, shared, and used. Technology provides the tools and platform for storing, retrieving, and analyzing knowledge.
Yes, Transversal was acquired by Verint in 2019. It is now part of the Verint Knowledge Management offering.
Transversal, now Verint Knowledge Management, is part of Verint Digital-First Engagement solutions. Built on the open Verint Cloud Platform, Verint Digital-First Engagement solutions are powered by Verint Da Vinci AI and Analytics to combine next-gen AI with quality customer engagement data and drive the AI-powered results businesses need. These solutions offer better customer and employee experiences at scale.
Contact a Verint Specialist about Knowledge Management
Are you ready to deliver a more intelligent knowledge management experience? Contact a Verint representative to learn more.
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