Verint Systems has introduced its new Knowledge Management Professional solution for organizations that span 90 to 90,000 users.
According to Verint, every interaction between a company and customer is an information exchange—whether it’s a customer looking for information on a company’s website or a branch manager helping a couple prepare paperwork for a first home loan. Key to those interactions is access to timely, accurate information across the customer’s channel of choice. However, many organizations today face challenges fulfilling simple customer requirements, and their employees can get bogged down by an overwhelming amount of information housed in various repositories with no convenient approach for finding the answer to specific questions.
Knowledge Management Professional is unique in the market, the company says, because it is accessible to smaller organizations, while still providing enterprise-grade features and scale. The software is designed to help get information to customers and employees when it is needed, and help ensure the consistent delivery of that knowledge through shared intelligence across customer channels and touchpoints. And, since it is cloud-based, customers can achieve lower total cost of ownership, accelerated time to value, and be sure they are always workign with the latest release.
Key attributes of the new cloud-based solution are business-configurable authoring and approval workflow, as well as a 360-degree feedback loop to help ensure content is always up-to-date, and users know their feedback is actionable. It provides a centralized repository of articles, FAQs, procedures and more, providing employees with consistent, accurate answers and enables users to search the knowledge base in dozens of languages using keywords and natural language.