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News : Khoros Announces Summer 2019 Innovation Release

#contactcenterworld, @khoros

Austin, TX, USA, July, 2019 -- Khoros, LLC, built from Spredfast + Lithium, announced its Summer 2019 Innovation Release, including In-app Messaging for brands’ mobile apps, patent-pending agent performance metrics, and an open automation framework. These advances in digital customer engagement technology will help brands reach more customers on their preferred channel — and reach them more efficiently with the right operational processes and measurement.

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According to new research from Forrester Consulting1, "good customer service" is one of the top three criteria that consumers use when deciding which brand to purchase. "Customers simply expect to be able to connect with brands on the channels of their choice, which are increasingly on a mobile device," said Mike Betzer, Chief Product Officer at Khoros. "Brands need the ability to be there for their customers at scale, without driving cost and complexity. Today, Khoros delivers a win for both."

Khoros is launching:

In-app Messaging: Mobile care from anywhere

Agent Performance Analytics: Measurable efficiency

Automation Framework: Build it once, apply it everywhere

#contactcenterworld, @khoros

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

About Khoros, LLC:
Khoros, built from Spredfast Lithium, is the leading customer engagement platform built to turn siloed knowledge into enterprise value, and customers into contributors. By connecting consumer insights across all departments, Khoros gives companies the ability to run their business with their customers, anticipating their needs and accelerating sales, loyalty, and innovation. With 2,000 customers, including 52 of the Interbrand 100, and ten offices globally, Khoros powers approximately 500 million digital interactions every day.

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More Editorial From Khoros, LLC

Published: Wednesday, July 17, 2019

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2021 Buyers Guide
Get Listed
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.

https://www.egain.com/products/knowledge-management-software/

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. https://knowmax.ai/

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.