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News : Service SA and Service Tas Select Knosys Knowledge Management Solution

#contactcenterworld

Tasmania, Australia, Mar 7, 2022 -- Service South Australia and Service Tasmania have selected global SaaS company Knosys’ knowledge management solution to improve customer experience (CX) and contact centre agent efficiency. The state government agencies chose Knosys KnowledgeIQ following separate procurement processes.

The cloud-hosted solution will provide a single source of truth for agents and frontline personnel, said John Thompson, Knosys’ Managing Director. "The KnowledgeIQ solution assists with information lifecycle management and is designed with structured governance and compliance capabilities out-of-the-box," Thompson said.

"Agents and personnel will be able to use KnowledgeIQ to access answers faster and more easily, simplify complex processes and update user feedback without difficulty. The solution can also quiz users to test their comprehension," Thompson explained.

Service agencies such as Service SA and Service Tas typically act as a single, sometimes whole-of-government, points of contact for citizens – often conducting transactions previously delivered by different government agencies. This places unrealistic expectations on customer agents to remember and be experts in all of these transactions, particularly when the number of agencies and transactions expands. These agencies need their staff to answer any question and transact any type of business.

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A knowledge management solution enables customers service agents to answer these questions rapidly and provides items that assist them during their transactional journey with the customer.

Its benefits can also go further. "Obviously the main focus [of the Service SA and Service Tas rollouts of KnowledgeIQ] initially will be ‘back office’ usage – by this I mean agents and frontline staff," Thompson said. "In the near future however, I predict, as we have seen with other customers, the knowledge management solution will be integrated with the agencies’ digital channels as the next evolution. KnowledgeIQ allows agencies to maintain content and information in a single location and effectively serves out customised information to the agencies’ website or use by its chatbot."

Gartner has estimated that 70 percent of customers are using a self-service knowledge system at some point in their journey. To support omni-channel communication, it has become necessary for government service centres to depend on cloud-hosted knowledge management solutions.

Knosys are proud to be partnering with Service SA and Service Tas. Our KnowledgeIQ solution is simplifying omni-channel knowledge management to improve the productivity of agents and drive better customer experiences. All software development, project delivery and support for this solution is proudly Australian and operated from Knosys’ Melbourne office.

#contactcenterworld

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


Today's Tip of the Day - Voice Mail

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

Published: Tuesday, March 8, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide IVR

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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