Knowledge Management and Web Self-Service Features

Self-service session history -- captured as part of the complete interaction history, this allows agents to see web self-service interactions, search queries used and knowledge articles viewed to quickly understand the context of an escalated inquiry, continue its momentum, and eliminate repetitive service actions.

Hot keys  -- make it quick and easy for agents to select and insert answers into replies. Highlight any piece of text in an email, chat or session history, and use a hot key to rapidly get advice or display a list of possible answers. Insert the answer or article link into any email or chat reply with a single click.

Smart Excerpts – highlight the section in a knowledge article that best matches the inquiry so that agents do not have to not waste time reading through the entire article to find an answer.

eService inquiry deflection  -- provides an additional layer of automated intelligence at the exact moment when eService interactions are escalated.

Agent collaboration tools – offer a quick, easy way for agents to share ideas, discuss important information and harvest potential future solutions.