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Knowledge is the life blood of an organization and accurate and speedy knowledge retrieval is essential to ensuring profitability, customer satisfaction and business efficiency.
Knowledge Powered Solutions (KPS) provide Knowledge Management solutions focused on the ITSM (IT Service Management), Service Management and CRM markets. KPS solutions are typically deployed in inbound customer service desks to empower the agents or web self service users with the knowledge they need to answer questions regarding IT problems or increasingly generic questions to councils and local authorities.
KPS solutions can be deployed to customer service staff, internal intranet users, external customers and partners. These groups are able to access vital knowledge quickly and easily through a simple to use natural language interface. The KPS solution helps to identify and fill knowledge gaps and make the solution available for future use.
Business efficiency is paramount and customer service desks are right now under pressure to make efficiency gains while at the same time providing a fast, accurate, consistent service to customers. The KPS solution can improve service desk agent productivity but increasingly customers, employees and partners are making use of the internet to find solutions to their questions. The KPS web self service approach helps connect these groups with the right answer quickly at the click of a button and hence reduce the number of calls being handled by the agents.
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