What is it? 

The Knowledge Connector is an embedded knowledge experience for the agent to allow search, viewing and feedback within the Amazon Connect Agent Workspace.  This provides search and viewing services while agents work, alongside other data and tasks they are accessing.

How does it work?

The Connector provides live function calls into the Verint Knowledge application. The search and viewing interface is presented as part of the core Amazon Connect Agent Workspace, as a separate tab to allow more room for searching, filtering and viewing.

The connector is quick to deploy using the Amazon Connect Agent Workspace support for third-party applications; https://docs.aws.amazon.com/connect/latest/adminguide/3p-apps.html

What is required to work? 

Verint Knowledge is presumed to be populated with useful, curated knowledge about relevant issues and questions in the organization’s domain.  The presentation of the Verint Knowledge search, results list, viewing and feedback elements is done via the Amazon Connect Agent Workspace tab which embeds the Verint Knowledge capability.

You may consider some Verint Knowledge consulting to help curate and put a process of knowledge curation in place but as a Verint Knowledge customer our e-learning is always available to help get the best from your content.

Once Verint Knowledge is configured, your Amazon Connect administrator can deploy it within your Amazon Connect Agent Workspace as a third-party application using the URL provided.

Users are authenticated into Verint Knowledge using SSO, which requires ‘displayname’ and ‘emailaddress’ assertions to be passed for provisioning of a user profile within Verint Knowledge, and (optionally) ‘groups’ for automated assignment of knowledge entitlements.

What are the Benefits of using the Connector?

• The Connector makes it straightforward and fast to connect the Verint Knowledge base to the Amazon Connect Agent Workspace
• Instant access to knowledge for agents working in AWS Connector Workspace
• Search, views, tags and feedback via one configuration to embed multiple Knowledge features into one interface

What are the benefits of using Verint Knowledge Management?

• Increased efficiency and productivity – lower handle time, reduced escalations, consistent answers – from fast, real-time access to knowledge
• Higher agent quality, customer satisfaction from agent’s ability to provide quick, accurate answers
• Lower training and ramp-up time for new agents by making knowledge available in-line with support tasks

Verint Knowledge Management is a full-featured knowledge management system, which includes:

• Superior search leveraging Verint Knowledge cognitive search and ‘zero click’ knowledge
• Ability to author and improve content in Verint Knowledge and expose it quickly to contact center personnel
• Multiple content rendering features to optimize content for support use: Tagging, versioning, workflow, content segments, multimedia support, related content, and more
• Content tagging to facilitate effective search and browse, segment authoring groups, and drive targeted reporting
• Robust reporting capabilities to help knowledge managers identify key content issues, opportunities and trends from knowledge usage in Amazon Connect Agent Workspace