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

  • 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.

  • 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.

  • 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.

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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.

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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

  • 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.

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

  • 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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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 Management
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Knowledge Management awards and accolades

  • 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

  • Verint Recognized in the 2020 Magic Quadrant for the CRM Customer Engagement Center and for the Workforce Engagement Management

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Knowledge Management resources

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.