Verint Knowledge Management
Empower agents and customers with AI-driven knowledge for consistent, efficient service.
Executive Summary
Verint Knowledge Management is a highly scalable solution designed to serve as a single source of truth for customer service agents, intelligent virtual assistants (IVAs), and customers. It streamlines the creation, organization, maintenance, and access of accurate, compliant, and consistent knowledge across the entire enterprise. By leveraging data, AI, and bots, the platform significantly enhances self-service capabilities, reduces call handling times, and boosts containment rates, ultimately elevating the overall customer experience while simultaneously lowering operational support costs. The solution supports diverse search methodologies, including natural language processing, keywords, Boolean queries, and parametric inputs, complemented by intuitive browse trees and bookmarking features. As a core component of Verint's intelligent automation and Digital-First Engagement strategies, Verint Knowledge Management seamlessly integrates within the broader CX ecosystem, including products like Verint Community, to ensure uniform knowledge delivery across all customer touchpoints and agent interactions. This comprehensive approach empowers organizations to optimize their knowledge assets for maximum impact.
Use Cases
- Deliver accurate knowledge to contact center agents for improved efficiency
- Enhance customer self-service with consistent and accessible information
- Provide real-time, compliant answers across multiple digital channels
- Reduce call duration and improve agent productivity
- Increase self-service containment rates and deflect inquiries
Features
Visibility
- Browse Trees & Bookmarks: Allows users to navigate knowledge content through structured browse trees and save frequently accessed articles.
- Multi-Channel Knowledge Delivery: Delivers consistent knowledge across various channels, including IVAs, agent desktops, and self-service portals.
Intelligence
- Natural Language Search: Enables users to find information using natural language queries, keywords, Boolean logic, and parametric inputs.
- AI-Powered Content Optimization: Leverages AI to identify knowledge gaps and optimize content for improved accuracy and relevance.
Technical Specifications
- Architecture
- API-first, open-API structure, with access to cloud platform APIs via the Verint API Gateway.
- Deployment
- SaaS
- API Available
- Yes
Integrations
- Verint Community
Security & Compliance
Certifications: SOC 2 Type II, PCI-DSS, GDPR, ISO 27001, HIPAA, CCPA/CPRA, NIST
Pricing
- Starting Price
- Contact sales
- Target Customer
- Mid-Market,Enterprise
About Verint
Verint Systems Inc. is a technology company headquartered in Melville, New York, specializing in customer experience (CX) automation. It offers an open platform, applications, and AI-powered bots to analyze business intelligence from customer interactions across various touchpoints, serving thousands of contact centers globally.