Universal Knowledge

KPS develops and markets Universal Knowledge (Universal), a Knowledge Management tool featuring intelligent search, expert escalation and content and document management features. Universal 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 making new solutions available for future use.

Customer service desks are increasingly under pressure to make efficiency gains while at the same time providing a faster, more accurate, more consistent service to customers. The KPS solution can improve agent productivity by providing one click access to relevant knowledge.

By implementing the KPS solution you can expect a rapid ROI with savings and benefits in the following areas:

• Improved rate of First Contact Resolution (FCR)
• Reduced call durations
• Reduced training time for new employees by having instant access to a Knowledge Base
• Reduced call numbers if self service is implemented
• Consistent and accurate solutions given to customers
• Dynamically created FAQs for fast access to common solutions

In addition to Universal’s powerful natural language and advanced search technologies, it is possible to ‘Ask the Expert’ where no suitable knowledge can be found. This module is designed to tap in and extract tacit knowledge from your company experts’ thus increasing the size and usefulness of the knowledge repository.

Extensive reporting is built into the KPS solution which provides ‘out of the box’ metrics that helps guide management to focus resources into areas where knowledge gaps exist and training is required.

The KPS product integrates easily with IT Service Management (ITSM), call logging and CRM applications.