What is it? 

The Verint Knowledge Management Integration with NICE CXone (by SPAR Solutions) empowers contact center agents with real-time, contextual knowledge directly within the NICE CXone application. This integration boosts your team’s efficiency by delivering knowledge automatically, reducing search time, and optimizing time to resolution.

How does it work?

This integration injects relevant articles based on the customer inquiry and IVR data, enabling agents to deliver an efficient, informed service with minimized handling time.

For example, if a customer selects "Card Replacement" during the IVR process, the system instantly suggests contextual articles related to that specific topic, eliminating any associated search time.

As well as providing in-context knowledge, Agents can search and browse for more information as the customer asks more questions during the interaction.

The KM user interface dynamically adjusts to the agent’s screen layout, offering flexibility between desktop and mobile views and an integrated full-screen view option expands articles for improved readability.

The integration also supports downstream reporting to track how knowledge is used to resolve cases, thereby improving future agent training and strategy.

Key Benefits

• Single Pane Knowledge Access: Enhances agent productivity with native NiceCXone integration and reduces average handling time.
• Zero Click Knowledge: Automatically presents relevant knowledge articles based on the customer’s IVR selections, reducing search time and improving accuracy.
• KM Integration: Retain Verint Knowledge Management’s best features including search filters, browse trees, and public vs. private content access.
• Improved Customer Satisfaction and Streamlined Operations: Quick resolution times and informed interactions boost customer experiences.

Key Features

• Flexible Layout: Responsive design and full-screen view adapt to any screen resolution, providing a consistent agent experience, enhancing navigation, and increasing usability across devices.
• Granular Search Filters: Customize searches with tags and filters to access specific information quickly.
• Article Metadata: Display titles, content types (e.g., FAQ, Alert), and last updated dates for better information management.
• Customizable Pagination: Adjust the number of search results shown per page based on agent preferences.

How is it priced?

Subscription model (per user/month)