Knowledge Management

Knowledge Management

Aspect Software

Aspect Software is the only software company with a fully-integrated interaction and workforce optimisation platform for enterprise contact centres globally that need to profitably (and seamlessly) orchestrate people, processes and touch points in an era when the contact centre is the new centre of the customer experience.
We believe that today’s consumers own the conversation, choosing when, where and how they communicate. That the emergence of dynamic, web-based and very public consumer communication channels is thrusting the Contact Centre into the leadership role for delivering an excellent experience to these highly conversational consumers. Those organisations that anticipate and adapt to this “relationship revolution” will be better poised to build long-term customer loyalty and value. That Aspect has the only Contact Centre product suite that can work across all channels, in any environment and throughout the organisation to deliver remarkable customer experiences.

2 The Square, Stockley Park, Uxbridge, Middlesex. UB11 1AD
020 8589 1000
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Interactive Intelligence Inc

Interactive Intelligence is a global leader of cloud services for customer engagement, communications and collaboration designed to help businesses worldwide improve service, increase productivity and reduce costs. As a consistent driving force behind the development of new customer engagement, communications and collaboration technologies, including more than 100 patent applications to date, Interactive Intelligence’s first-to-market approach has made it a leading innovator.

With 20-plus years of experience developing customer engagement and UC&C solutions, and backed by more than 6,000 global customer deployments, Interactive Intelligence brings the global capacity and maturity required to satisfy the most diverse enterprise requirements, including those of the largest multi-national organizations.

Interactive Intelligence helps organizations of all types and sizes improve service, reduce costs and deliver successful business outcomes through its innovative cloud platform. The company designed its PureCloud℠ platform as a set of microservices running atop Amazon Web Services that delivers customer engagement, communications and collaboration functionality.

Thames Central, Hatfield Road, Slough, Berkshire. SL1 1QE
+44 (0) 1753 418 800
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Eptica

Eptica is a global provider of multichannel and multilingual customer interaction software, covering the email, web, social media, web chat and agent channels. The Eptica Customer Engagement suite includes Web Self-service, Social Customer Service, Email Management, Chat, Fax-Letter- SMS and Knowledge Management for Customer Service.

Available on premise or as a Software as a Service (SaaS) solution, the Eptica Customer Engagement suite enables organisations to improve engagement with customers, increase efficiency and drive sales by delivering fast, consistent and personalised responses to their queries, through their channel of choice.

The Eptica customer engagement platform is designed around a central knowledge base, powerful workflow and Eptica Linguistic Services. Eptica’s dynamic and self-learning knowledge base handles customer interaction management in a personalised, centralised and consistent manner. Eptica’s workflow supports the processing and management of all inbound and outbound customer requests and interactions that take place across multiple channels. Eptica’s advanced linguistic capabilities enable organisations to quickly understand the tone, sentiment and context of digital interactions and automatically deliver personalised service.

Eptica’s software is used by leading brands across the world to manage incoming customer interactions and provide fast, accurate and efficient service that scale to meet increasing demand, across all text-based digital channels.

Today, more than 400 organisations across all industries and in 15 countries rely on the power of Eptica’s platform. They include AXA, Dixons Carphone, Domestic & General, AirAsia, Hastings Direct, L’Occitane, TUI, Debenhams, Capita and Ageas Insurance Solutions. Eptica’s continuing innovation and strong performance has resulted in the company’s inclusion in Gartner Magic Quadrants for the last five years.

Eptica is based in the UK, US, France and Singapore and operates worldwide through its network of partners. For more information please visit our website or the browse the Eptica Customer Experience Blog (http://www.eptica.com/blog) for the latest views on social customer service, email management, self-service, ecommerce, chat, mobile and more.

200 Brook Drive Reading, Berkshire. UK. RG2 6UB
+ 44 (0)118 949 7072
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Knowledge Powered Solutions (KPS)

Knowledge Powered Solutions (KPS) specialise in providing Knowledge Management (KM) solutions for Call Centres, Service Desks and Shared Service Environments.

The KPS product provides Customer Service staff, internal / external customers and citizen’s access to vital knowledge quickly and easily through a simple to use natural language interface. Public and private sector organisations around the world use the KPS product to deliver productivity gains whilst also enabling an enhanced customer service experience for both agent and customer alike.

Meeting high levels of customer expectations is critical in gaining new customers and retaining existing ones. Improving contact centre efficiency whilst reducing costs is the biggest challenge currently facing the customer service operation.

An effective Knowledge Management System will ensure that agents are empowered with the right information to provide consistent and personalized responses to each customer. KPS’s Knowledge Management Solution provides a single view of multiple knowledge sources including response templates for different channels.

Whether the answer is held on a website, an intranet or a pdf document on a fileshare, KPS’s powerful context based search will not only find the right document but will highlight the area of the document where the answer can be found.

Customers increasingly want to contact the call centre through multiple channels. From web self-service, to social media sites such as Twitter and Facebook, the Knowledge Base needs to be able to retrieve and post out channel appropriate content, in addition to being made accessible via each of these channels. With the ability to tightly integrate KPS’s Knowledge Management solution with the agent’s desktop customer engagement system, agents can progress the customer request quickly and accurately.

Being able to personalise access to knowledge is also key to delivering enhanced customer service. Whether it is an agent being provided direct links to new information in their desktop system or a customer being notified of an issue or a product or service which is directly relevant to them, the KM system provides the tools to push out important information, with an audit trail of who has both received and read this information.

KPS’s Knowledge Management Solution provides agents with the right tools and the right information to provide the high level of service customers expect today.

Knowledge Powered Solutions Ltd Unit 6, Whitworth Court, Manor Farm Road, Runcorn, Cheshire, WA7 1WA
+44 (0) 1928 597 811
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Netcall plc

Netcall Plc is a leading provider of customer engagement solutions.

Netcall’s dedicated solutions help organisations manage the ever changing demands of their customers and prospects efficiently and cost effectively – resulting in increased profitability and customer satisfaction.

The Company offers a platform with a broad set of innovative packaged solutions for end-to-end customer engagement, incorporating intelligent contact handling, workforce optimisation, business process management and enterprise content management.The solutions can be bought either individually or as a suite, on-premise or in the Cloud.

This modular approach gives customers an affordable entry point to the Liberty platform, from which they can both upgrade and expand, protecting their future investments and potentially reducing their number of suppliers.Netcall’s customer base contains over 750 organisations in both the private and public sectors. These include over 70% of the NHS Acute Health Trusts, over 50% of London Borough Councils, major telecoms operators such as BT and Cable & Wireless and leading organisations including The University of Cambridge, The Forestry Commission, Interflora, Lloyds TSB, Odeon, Interserve, Orange, Prudential, British Sugar, and Thames Water.

Hamilton House, 111 Marlowes, Hemel Hempstead, Hertfordshire, HP1 1BB
0330 333 6100
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SJS Solutions Ltd

Optymyse from SJS Solutions ltd delivers the perfect blend of metrics, messaging and branding via engaging templates proven to influence contact centre agent behaviour and reduce attrition.

Unlike traditional wallboard products Optymyse delivers the perfect mix of information in a dynamic and engaging format guaranteed to influence agent behaviour, and empower contact centre agents to deliver positive experiences on every call.

With over 20 professionally designed templates and the ability to quickly modify templates via powerful software developed specifically for contact centres.

Whatever you place on your TV screens will represent you, your contact centre and your brand so getting it right is pretty important.

188 Liscard Road, Wallasey. CH44 5TN
+44 (0)203 642 1842
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