Knowledge Management

Consumer patience for the wrong answer is non-existent. Deliver accurate information in an instant.

Our Knowledge Management Customers

Verint partners with thousands of iconic brands to improve knowledge management, engage customers and create differentiated experiences.

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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.

Read the Q&A with Forrester's Kate Leggett

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 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.

    Close up of woman on her phone

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.
Read How AI is Positively Impacting CX at Equniti

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.

Read: Top 10 Benefits of Knowledge Management

Knowledge Management Examples

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