Case Study: Equiniti achieves seamless self-service with Verint Knowledge Management

Equiniti handles 20k questions with Verint Knowledge Management

Equiniti, a major UK-based financial services group, faced challenges with its outdated and static FAQ system. This legacy system offered poor search functionality and lacked integration with CRM, leading to a frustrating customer experience and failed self-service attempts. To power a new customer website and enable seamless omnichannel support, Equiniti partnered with Verint to implement its Verint Knowledge Management solution.

The solution from Verint was designed to deliver a consistent, platform-agnostic self-service experience. Following a collaborative design and deployment process, the new system launched with 170 pre-seeded Q&As. The results were significant, with the system handling 50,000 user sessions monthly and answering 20,000 questions since launch. Verint's technology successfully provided 24/7 support, improved information access, and contributed to call avoidance, establishing new performance benchmarks for Equiniti.

Equiniti