Integration Overview
Verint Knowledge Management provides agents with a centralized, intelligent knowledge base. It empowers contact center teams to quickly access and share accurate, real-time information across voice and digital channels, reducing handle times, improving resolution rates, and driving consistent customer experiences.
Benefits
-
Reduced Handling Time: Agents spend less time searching for answers and more time resolving customer issues with intelligent search and automated knowledge suggestions.
-
Smarter Self-Service: Provide agents with a unified, always-accurate knowledge source across channels. Consistent answers reduce friction and empower agents to resolve issues independently.
-
Improved Call Resolution: Guide agents through complex scenarios using interactive decision trees. Deliver more precise answers, reduce rework, and boost first-contact resolution.
-
Streamlined Onboarding & Training: Simplify agent ramp-up by teaching where to find answers—not what the answers are. A centralized, intelligent knowledge system means less memorization and more confidence on day one.
Features
-
Cognitive Search Intelligence: Sophisticated cognitive search (AI) enables query flexibility and relevant results simultaneously, improving productivity from day one without any time-consuming machine learning or programming.
-
Automated Content Clustering: Automatically clusters content and presents links to contextually related knowledge that a user may need next, mimicking a human train of thought, improving operational KPIs and customer experience.
-
API-first Knowledge in the Cloud: API access provides technical and commercial freedom to embed and trigger almost any knowledge feature and function into any touchpoint, ensuring consistency of help and guidance across channels and user groups.
-
Decision Trees: Simplifies the creation and delivery of interactive and easily navigable procedures, diagnostics, or scripts, avoiding the cost of inconsistency.
-
Knowledge Administration Console and Workflow: Workflow-oriented, easy-to-use knowledge administration console allows permitted users to create, schedule, manage, and report on multiple knowledge content types and user interactions, with no IT skills needed.
Prerequisites
-
8x8 Contact Center X6, X7, X8 license
Security & Compliance
Developer: Verint Systems Inc.
Location: United States of America
Terms of Service: Terms of Service
Privacy & Data Governance: Privacy & Data Governance
Certifications & Compliance: Certifications & Compliance