Case Study: Leading Document Technology and Services Company achieves a unified global knowledge base and reduced maintenance with Verint Systems' Knowledge Management

Leading Document Technology and Services Company - Customer Case Study

A global document technology and services leader faced a growing challenge: supporting customers, help-desk staff, and internal users across hundreds of complex products and 23 languages while offering effective self‑service. Knowledge was fragmented across 227 separate knowledge bases, making it difficult to deliver the right information quickly and consistently across channels and geographies.

The company upgraded to Verint Knowledge Management, consolidating more than half a million articles into a single, responsive global application that handles ~30,000 sessions per day and covers roughly 700 products in 23 languages. The solution improved authoring and translation workflows, integrated disparate knowledge sources, delivered richer reporting and real‑time customer insight, and significantly reduced maintenance overhead by merging 227 knowledge bases into one.