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Tracy Hays
Director, Customer Service
Alex Hamberger
Director Of Strategic Accounts

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


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.

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.


Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - Record Unsolicited Customer Feedback

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Published: Tuesday, March 8, 2022

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2023 Buyers Guide Recruitment Products/Services


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.


HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!


VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation

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