Solutions — By industry — Contact Centre
Contact Centre Knowledge ManagementEnhance customer satisfaction and agent productivity with an intuitive knowledge management system that reduces handling times by 20-30%, improves first-call resolution by 30-40%, and cuts training times for new starters by 20-50%.
Real results for your Contact Centre with our Contact Centre Knowledge Management Software
Improved First Call Resolution (FCR) rates
Boost FCR by 30-40% with digestible templates, a unified call centre knowledge management system for all information, and advanced search technology.
Reduced Average Handling Times
Agents resolve queries faster with instant access to accurate information, reducing delays and improving efficiency—leading to quicker resolutions and enhanced customer satisfaction.
Reduced Employee training times
Empower new hires with instant access to the right knowledge. Faster onboarding means reduced training time, improved confidence, and a more efficient workforce ready to deliver results sooner.
Explore the huge range of features available, all for an unbelievable price.
View all featuresFlexible great value solution for every role in your team
- Faster Resolutions – Reduce handling times with instant knowledge access.
- Consistent Answers – Ensure agents provide accurate, up-to-date support.
- Efficient Training – Onboard new hires quickly with structured resources.
- Lower Escalations – Empower agents to solve more issues independently.
- Better Team Performance – Improve productivity with streamlined workflows.
- Higher Customer Satisfaction – Deliver quicker, more reliable support.
- Actionable Insights – Identify gaps and optimize knowledge resources.
- Instant Access – Quickly find solutions to technical issues.
- Up-to-Date Info – Always work with the latest fixes and guides.
- Faster Resolution – Reduce escalations with accurate troubleshooting.
- Quick Training – Onboard new engineers efficiently.
- Better Collaboration – Share insights and solutions easily.
- Improved Support – Resolve issues faster for happier customers.
- Data-Driven – Identify knowledge gaps and refine documentation.
- Increased Efficiency – Reduce handling times with instant knowledge access.
- Consistent Support – Ensure agents provide accurate, up-to-date information.
- Faster Onboarding – Cut training time for new hires.
- Lower Escalations – Enable agents to resolve more issues independently.
- Better Insights – Track usage to improve knowledge resources.
- Higher Satisfaction – Deliver faster, more reliable customer support.
- Scalable Solutions – Support growth without increasing complexity.
- Improved CX – Faster, more accurate support drives satisfaction.
- Operational Efficiency – Reduce handling and training times.
- Consistent Service – Ensure reliable, high-quality customer interactions.
- Lower Costs – Minimize escalations and optimize resources.
- Data-Driven Decisions – Gain insights to refine strategy.
- Scalable Growth – Support expansion without increasing overhead.
- Competitive Edge – Deliver superior service with smarter knowledge management.
What Our Clients Say
We believe in helping our customers through the entire journey, from deployment to integration, we’re here every step of the way.
“KPSOL provided me with all the necessary skills and training to quickly rollout the new knowledge management platform for LBBD”
“It has shortened training time and allowed us to meet different learning styles.”
“There’s more trust in the system because people know the information is accurate and kept up to date.”
“I don’t have to tell people to check the knowledge base anymore. They do it first.”
” We now take advantage of features such as ‘Ask the Expert’ and ‘Flag for Rework’ to truly manage our knowledge demand”.
“Universal Knowledge has been a solid investment for Agilisys as part of our Kent County Council (KCC) contact, providing Agilisys / KCC with an invaluable tool for responding to customer queries quickly and accurately. The Agilisys partnership with KCC has been enhanced by providing KCC with a robust Knowledge Management system which has become the backbone of our service provision.
After evaluating multiple Knowledge Management Vendors, Agilisys chose to work with KPSOL due to a combination of strong product features, a proven track record of delivery in the Local Council space and a support team which were responsive, flexible and always willing to go the extra mile to provide exceptional service”.
”SRO identified the need for a Knowledge Management tool to help in supporting customers more effectively”
”The key driver was to provide an enhanced customer support experience, whilst deflecting calls away from their support team”
“KPS were incredibly flexible in their approach to the project, providing us with excellent levels of support whilst we rolled out the Knowledge Base”.
”Universal Knowledge provides us with an easy to use content creation tool, in addition to us being able to incorporate existing forms of knowledge, to create a single unified knowledge management platform. The ability to use a natural language search against very technical information and provide access via our website will be key to us continuing to provide world class support to our customers”.
”I could not be happier with our decision to use KPS Universal Knowledge in our contact center. Our team is finding answers from the knowledge base quickly and accurately, enabling us to provide timely and relevant responses to the citizens of Baldwin County”
‘Universal Knowledge by KPS is an invaluable tool in our service provision. We have recently extended its use into Probate, so that the benefits can be realised more widely, and we hope to keep extending its use. Since upgrading to the latest version of the KPS KMS, we have been able to take advantage of new functionality such as discussion forums and configurable layouts which provide instant access to the most important information on a single page when an advisor logs in”
”KPSOL is a very responsive supplier who works closely with us to ensure the KMS meets our needs today and in the future”.
“The Knowledge Management System from KPSOL Universal Knowledge has allowed the team to significantly improve the quality and service that we can provide, with a reduction in AHT and significant reductions in message errors and scheduling”.
“Scheduling defects were significantly reduced by utilizing the power of Universal Knowledge”
“Message errors reduced. Quality information enhances our customer services activities”
“Training time dramatically reduced from 6 weeks to 2 weeks by using KPS’s Knowledge Base Software”
”Agent error and call escalations have dramatically reduced”
Integrate Our Customer Service Knowledge Management System with other software
KPSOL’s knowledge management product easily connects to your existing systems with a full set of APIs. This means you can access the information you need right where you’re working, without switching between apps. By embedding our tool into the software you already use, whether that be customer service call centre software or self service software, you save time and make it easier for your team to adopt. Customers benefit too—they get faster, more accurate answers, improving their experience while helping you cut operational costs.
Multichannel Consistency & Fluidity
Today’s contact centres rely on multiple channels like social media, email, chat, forums, mobile, and traditional phone lines to serve customers. The challenge is ensuring fast, accurate responses across all channels without compromise.
KPS knowledge management solutions simplify this by centralising information and integrating seamlessly with call centre systems like CRM. This ensures a smooth, efficient experience for both agents and self-service customers.
Reduce the Effects of Attrition & Enhance Agent Excellence
Contact centre agents often face short careers, creating challenges for managers and costly training demands.
With our knowledge management solutions, training time can be cut by up to 50%, while boosting agents’ competency and confidence. By centralising knowledge in an easy-to-use portal, our software streamlines processes and equips agents to excel in productivity and efficiency.
Streamline your workflows
Simplify your workflows with KPSOL contact centre knowledge management software. Universal Knowledge is the only tool your support staff needs to find, refine, and share information effortlessly—no more juggling spreadsheets or piles of documents. Just type a query, and the system delivers everything your agents need to excel.
With detailed answers, how-to guides, and decision trees at their fingertips, agents can provide the service customers expect. Universal Knowledge eliminates guesswork, giving you instant access to real-time information to build stronger customer relationships.
Stay in the know about how your agents / employees perform
Stay informed about your team’s performance with Universal Knowledge’s detailed reporting.
These insights help decision-makers understand customer behaviour and measure performance effectively. Discover the most common queries, popular topics, and which employees contribute or seek information. Customisable reports allow you to unlock the exact insights you need, with easy guidance to get started.
Scale up or down with ease
KPS offers flexible deployment for its contact centre knowledge management software. Start with our scalable SaaS solution and expand as adoption grows.
Explore our solutions: Employee Knowledge Sharing & customer service
Whether you’re a small business or a large organisation, if your team needs better ways to manage information, this is for you.
See how KPSOL can transform your business first hand
The best way to get a feel for if our knowledge management software is right for your business, is to see it in action!
Book a 10min demo