Verint Knowledge Management vs. Zoho Desk

Verint Knowledge Management is a great option to consider when an organization is trying to streamline the accessibility of information or knowledge bases available to their employees. Call center agents will love to have all information that is relevant to their phone call easily available to meet the needs of their clients on the other end of the line.

Incentivized

Zoho Desk is a great customer service tool. It is very easy to track the ability to receive tickets and send responses in Zoho Desk. There are lots of options for customization. The knowledge base feature is very extensive and powerful. It makes creating internal and external FAQs easy.

Incentivized

• The tools to submit and manage user feedback are very effective - they help us respond quickly and interconnect the feedback to the applicable content.
• The end user experience is clean and feels familiar, making it optimal to support a group of people who generally have never experienced a KM application before.
• Our audience responds well to our ability to insert images, GIFs, videos, PDFs, and more into our content.

• Report features give the all insights of the customer team and customer support which enables us to make changes according to it.
• The best thing about Zoho Desk is that it has a very beautiful and fully designed dashboard.
• I have been using this software for a very long time in my organization, it is very easy to use with having the interface created on a very advanced module.
• It is completely a feature rich platform.

Incentivized

• The authoring side could be improved with additional options for fonts and easier formatting for table content. I have issues with trying to add colour to one portion of a table and not the other, so I have to resort to creating in Word first and then copying over to Verint. There is also no option to create steps in one row and the next step in the next row. I end up just adding 1., 2., etc. manually.
• Many users would like to be able to organize their bookmarks into folders and the system doesn't allow this. Many have taken to creating bookmark folders in Microsoft Edge instead.
• There were a few bugs that went on for a few months that made the initial launch of the KMS more difficult for the users and on the authoring side. The issues were with how the search results came up and what displayed for related content. It wasn't the best first impression for our agents using the system while on calls and made it more difficult. The issues were fixed after a few months of use.

Incentivized

• When utilizing as a ticketing system, it would be nice to have a better way to monitor when something is due. It's just a little cumbersome.
• Search Functionality - The search functionality could use a tweak or two. Too many times I am unable to find tickets. This would also be very helpful for the "Recycle Bin" when you just need to find that ticket you accidentally deleted (we are all human!). :)

Incentivized

Knowledge is an exceptional tool that has solved a gap to reduce the training time of new associates and promote knowledge retention

Incentivized

Verint KM has many features that - when used the 'right way' can expedite search, content usage, and maintenance. Unfortunately, not all end users want to be bothered with 'the right way' and are looking for simplistic and predictive options (which any KM solution would be hard-pressed to deliver).

Zoho Desk on operational capacity is the most effective help desk we have come across, as it is suitable for businesses of all forms and shapes, from large to small. Again, Zoho Desk captures the attention of all clients, and on time, offers solutions to their demands without failing. Lastly, Zoho Desk requires no extra skill to execute the program.

Incentivized

The support and development teams for Knowledge are exceptional. They are attentive and truly care about the experience of their customers and their goals

Incentivized

Their support is excellent. They are always available to answer all your queries and doubts. Be it a call or email or even live chat. You will always get a prompt response from their customer support executives. They are very much familiar with the product and all its functionality. Sometimes you get stuck and don’t know what to do. They are always there for your questions

Incentivized

This was the simplest integration of software I've ever experienced.

Incentivized

All of these tools were very useful and practical. For our decision, it came down to understanding our core audience - we determined our average associate was largely unfamiliar with call center and office work in their prior work experience, and as such they would not have previously worked in a KM application before. To help adoption, we sought the solution with the simplest and most familiar interface, and based on internal focus group feedback, that was Verint KM Pro.

Zoho Desk is easily a winner for trouble ticket handling as Bitrix24 was not offering any dedicated trouble ticketing tool and we had no option but to use the Tasks section of Bitrix24 to handle our existing customers. Also Bitrix24 neither did have any dedicated mobile application for on the go usage which Zoho Desk has easily handled with applications for both Android and IOS devices.

Incentivized

• Content is easier to keep up to date and publish on an urgent basis.
• Some users love the system, while others still find it difficult to find the information they need and miss the former guides we used. I think this is a result of the system issues that persisted for a few months after launch and will hopefully improve with time.
• Users love being able to submit feedback and it makes it easier for errors, missing information and out of date information to be caught and fixed.

Incentivized

• By running reports based on ticket, we can see how much time is spent on each customer and can manage these customers better based on what we see are there issues
• We can also run reports based on the types of queries customers are coming in with which allows us to develop our product based on actual customers needs as a whole.
• Automatic reporting once set up saves many man hours as new customers can be added automatically if required, and it saves having to build these reports monthly or possibly weekly

Incentivized