Knowledge Management

“VContactCenter’s Knowledge Management functionality makes it easy to connect the right information to the right resources.”

Good contact centers become great contact centers when they effectively capture and share knowledge. The right information enables agents to solve problems quicker, improve customer satisfaction, and increase productivity. VContactCenter’s Knowledge Management solution enables your contact center to streamline the steps involved in connecting your agents with the right information.

Our Wiki-based platform enables agents to quickly and easily create knowledge articles using standard formatting and tagging procedures. Selected agents may collaborate on Wikis creating the most useful tips for the entire agent base.

Companies can develop more than one knowledge base and assign permission levels to each agent, enabling you to maintain security when you have more than one client, or if you manage sensitive information. And, our powerful Workflow Engine enables you to establish your own parameters for knowledge creation, management, and publication – you no longer have to conform to arbitrary processes.

Powerful recommendation and tagging options enhance access to useful information, streamlining problem resolution and improving productivity.   Agents have the ability to quickly and easily create knowledge articles based on resolved calls, streamlining access to best practices. 

VContactCenter’s Knowledge Management solution enables your contact center to:

• Establish your own parameters and processes for creating, managing, and publishing knowledge articles without expensive customization.
• Create one or more knowledge bases within VContactCenter, and secure each piece of knowledge by organizing permission levels for every agent.
• Quickly and easily create Wiki articles directly from resolved requests, allowing other agents to benefit from successful resolution processes.
• Benefit from standard formatting and tagging procedures, as all knowledge articles are created via Wiki processes.
• Manage versioning and editing with the history tab, which tracks every edit to a document from its creation.
• Integrate to external community and collaboration providers as well as external, real-time knowledge sources via public social networking sites.