You've calculated the cost of agent assistance down to the minute. Now wouldn't you rather have those agent minutes focused on the customer than spent on search? That's what KANA Enterprise Knowledge Management software enables. Knowledge management puts intelligence at your agents' fingertips for fast, accurate and consistent response. Rather than search the knowledge base, agents are assisted by it. You'll find that agents don't need extensive and costly training to deliver high-quality results.Every inquiry is evaluated in terms of a multitude of contextual specifics—customer value, type of inquiry, previous purchases and more—infusing the process with knowledge. Unlike narrow keyword searches, context-driven search provides many paths to knowledge, including clarifying questions and guided assistance to increase proficiency. With the contextual smarts of KANA’s Knowledge Management software, agent intelligence goes up and resolution time goes down.
Integrates your existing knowledge bases with your contact center desktop, automatically feeding the context of the conversation into search
Provides a good solution. It extends the reach of the knowledge base to all enterprise data, including external systems, and makes it available across your agents and communication channels.