About Us
KPS are world leaders in providing Knowledge Management solutions. Access to knowledge empowers key support personnel and self service users with the information that they need to quickly resolve queries, thereby increasing service levels at the same time as delivering operational efficiencies.
The KPS solution typically deploys in inbound customer service desks / contact centres to empower the agents to answer questions regarding a wide range of queries, from IT problems in an ITSM environment to queries from citizens within a local council. KPS solutions can also be deployed to internal intranet users, external customers in a web self-service capacity and partners. These groups are able to access vital knowledge quickly and easily through a simple to use natural language interface.
KPS work with over 150 organizations worldwide including Wokingham Borough Council, Steria, Credit Suisse, First Data, Silah Gulf (Bahrain), Contact 121 (Australia), Justice Institute of British Columbia (JIBC, Canada) and Greggs and many customers who have implemented through our growing partner network. These include Transport for London, City of Minneapolis, City of Toronto, Aberdeenshire Council, Surrey Police and many others.
The KPS product has been developed over many years taking into consideration the various improvements that have been suggested to us by our customers and partners and we greatly appreciate their involvement in shaping our product. Below is a selection of what our customers and partners have to say about us:
“When we initially saw Universal Knowledge we thought it would a great benefit to our business. After only 2 days of implementation, we rolled out the system to our Service Desk. The system is now core to aiding our Service Desk Agents that support our 1,400 branches”
IT Support Director
Greggs plc
“We are delighted to be working with Knowledge Powered Solutions (KPS). With their software embedded within our Enterprise Case Management solution (ECM), we are able to offer our customers rapid access to relevant, timely information through the use of a powerful, easy to use Knowledge system”
Chief Technology Officer
Lagan Technologies
“Since opening in January, 2006, Minneapolis 311 has handled over 1.1 million calls. Nearly 70% of these calls were customers seeking information. Key to 311’s ability to quickly and accurately respond to these inquiries is a knowledge base tool from Knowledge Powered Solutions that is flexible, easy to use and easy to administer. The result for Minneapolis 311 has been an increase in 1st call resolution from 60% to 80% and a 96% customer satisfaction rating.”
Director of the City of Minneapolis’ 311 Center
