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News : Frost & Sullivan Names MindTouch Among Its Companies to Watch

#contactcenterworld, @MindTouch, @Frost_Sullivan

San Diego, CA, USA, Oct, 2019 -- MindTouch, a provider of enterprise-grade, AI-powered knowledge management solutions for mid-size to large organizations, has been named by Frost & Sullivan among its Companies to Watch in Customer Contact, North America, 2019.

The Companies to Watch report is a sampling of vendors that Frost & Sullivan has identified as representative of the changing nature of customer contact—each with the potential to take customer care to a higher level.

Frost & Sullivan highlighted the MindTouch knowledge management platform’s extensibility, scalability and speed of deployment as key strengths.

"One of the most attractive features of the MindTouch platform is its ease and speed of extensibility," said Nancy Jamison, Frost & Sullivan’s principal analyst, digital transformation. "The platform was built to provide content wherever and whenever it’s needed, including feeding it to chatbots and virtual assistants, embedding it into mobile applications, or providing answers directly to IoT devices at the point of customer interaction. This contributes to fast deployment, which can be accomplished in weeks."

Frost & Sullivan also cited the platform’s ability to handle hundreds of thousands of articles without losing performance.

"From inception, MindTouch built its platform using highly scalable microservices and serverless technologies," Jamison said. "The company has applied these technologies to automatically scale up or down based on site traffic and resource needs, ensuring consistently high performance. This has netted MindTouch many prominent customers, including Electrolux, Moen, Whirlpool, Ericsson, Hitachi, 8x8, Verizon, Vodafone, and Jaguar Land Rover."

In addition, Frost & Sullivan touted MindTouch’s capabilities for using knowledge to fuel self-service initiatives and improve the overall customer experience.

"MindTouch enables companies to provide a solid customer self-service strategy and uses machine learning to continuously improve," Jamison said. "It also allows agents to provide faster and more accurate service with fewer escalations to higher tier support. Continuous improvement also supports training."

In fact, Frost & Sullivan cites self-service as a major driving force behind the growing importance of knowledge management in the contact center.

"Knowledge management is increasingly important given the changing nature of consumers who self-serve to purchase and troubleshoot before escalating to a live agent and who increasingly demand higher levels of service once they get there," Jamison said. "The area also has gained in importance as available information increases in volume exponentially every day making it difficult to access without the proper tools."

According to Frost & Sullivan, the right knowledge management solution can yield significant benefits for contact centers. "With quick access to the right information at the point of need, good knowledge management solutions can reduce call handle time, increase operational efficiencies, increase case deflection, reduce costs, and ultimately improve customer and agent satisfaction," Jamison said.

#contactcenterworld, @MindTouch, @Frost_Sullivan

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About MindTouch:
Company LogoMindTouch is a provider of enterprise-grade, AI-powered knowledge management solutions for mid-size to large organizations looking to increase their customers’ lifetime value. Its knowledge management platform includes solutions for customer self-service, agent assistance and departmental knowledge. MindTouch is trusted by some of the largest global brands to dynamically serve up relevant content wherever a user’s journey starts or ends for a more consistent, personalized and effortless customer experience. MindTouch was included in Frost & Sullivan’s 2019 Companies to Watch in Customer Contact, North America report, was a winner of KMWorld’s 2019 Readers’ Choice Award, and was named by Inc. magazine one of America's 2019 fastest growing companies. The company serves millions of users worldwide. It was founded in 2005 and is headquartered in San Diego, California.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

About Frost & Sullivan:
Company LogoFrost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Company RSS Feed   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Voice Mail

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

Published: Tuesday, October 29, 2019

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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.) 
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.
PH: 425-649-1246

4.) 
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.

5.) 
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.
PH: 18442077999

6.) 
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.
PH: 1-888-827-3918

7.) 
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.
PH: +441279 5555 80
 

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