Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Candice Roberts
Founder and CEO
51
Jay Steinworth
Sr. Director of Business Development
19
Seipati Metsing
Quality Assurance Validator
13
Rupert Fallows
Business Development
7

News : Cortical.io Wins coveted Innovation Index Awards from Deep Analysis

#contactcenterworld

Cortical.io announced that they have won the Innovation Index Award from technology analyst firm Deep Analysis.

Deep Analysis noted that, "Cortical.io has developed an innovative AI technology based on a natural language understanding (NLU) approach to interpret and process human language text. In recent years deep learning has been used successfully to improve the quality of natural language processing (NLP) such as Amazon Comprehend and Microsoft Azure cognitive services. But these rely on the massive computational power of those industry giants. With its lower computing requirements, Cortical.io is potentially accessible to more markets and applications."

Last year, Deep Analysis created the Innovation Index Awards to celebrate the innovative approaches in the enterprise software market. The goal of these awards is to honor and highlight those technology organizations that have stood out in the past year, based on four specific criteria:

  • the ability of the product to provide a solution to difficult, costly or complex issues.
  • the ingenuity of the solution, in other words is it an effective application of a novel solution that meets existing requirements, unarticulated needs, or new needs.
  • the added value of the product for one or more groups (employees, customers, partners, etc.)
  • the flexibility of the solution: can the product change according to need or environment.


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….



The award is fully independent, made up of both clients and non-clients, is open to large and emerging vendors, but overall represents those organizations that provided a 'wow' moment.

"Research is core to our work, and in 2021 the team at Deep Analysis took more than 150 briefings with companies ranging from multi-billion-dollar vendors to tiny, early-stage startups. Every so often, both in our vendor briefings and in our client work and desk research, we had a "shut the front door!" moment where we were dazzled by something innovative and exciting," said Alan Pelz-Sharpe, Founder & Principal Analyst at Deep Analysis. "It takes something special to get an Innovation Index Award, and we think Cortical.io deserves an extra shout-out and time in the spotlight. Each of our 10 winners do something different, something innovative that moves the needle, something that has the potential to improve, educate, and stimulate the information and process automation management industry as a whole. At the core of their inclusion is their ability to reframe, rethink, and reinvent."

"It’s exciting that Cortical.io is continuing to gain recognition for our ability to reinvent the methods used for contract and message intelligence and more generally accurately classify, extract and search information within unstructured documents," said Thomas Reinemer, COO at Cortical.io. "We continue to prove this technology to be a major enhancement to help solve complex problems for industry leaders in insurance, finance, pharmaceuticals, automotive, marketing and other verticals."

#contactcenterworld


Today's Tip of the Day - Ask For Ideas

Read today's tip or listen to it on podcast.

Published: Tuesday, September 14, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

4.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

5.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

6.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

7.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

8.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

9.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
 

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =