Put your knowledge base at the heart of customer experience. Reduce customer effort by offering on-line self-service that makes it easy to find relevant and accurate answers to everyday questions.
Empower your agents to quickly respond on every channel and drive operational efficiency. Free up your customer service agents to deal with more complex, high-value enquiries.
Embrace a more dynamic approach to creating, sharing, and updating knowledge with a well-maintained accessible Knowledge Base solution. Choose one that will encompass and organise frequently asked questions, templates, process guides, video demonstrations, articles and more.
Improve CX with a self-learning dynamic knowledge base powered by machine learning and natural language processing. Seamlessly integrate your content across all channels.
Automatically provide relevant answers from a dynamic knowledge base. Enhance the customer, agent, and even bot experience across all channels and platforms.
Every interaction with the self-learning knowledge base continues to refine the relevance of content using customers’ and agents’ search histories.
Creating, editing, and enriching content is exceptionally painless; publish information in a click. No content tagging or programming of concepts required.
See how Enghouse Eptica’s Customer Engagement solution can transform how you interact with your customers through email, web self-service, social media, chat and even the more traditional channels such as faxes, letters and text messages.
“It was important for us to have a robust solution that could handle high volumes of conversations and enable us to improve productivity so that our agents could focus on personalising the relationship.”
Anne-Sophie Pouyau – Head of International & European Customer Service
The Knowledge Base learns from the way it is used. Every interaction continues to refine and enhance the relevance of content.
Deep-link to knowledge content to enable tighter integration with telephony systems, CRM, and other web applications.
Localise your content in 25+ languages to serve your customers in their native language and deliver a more personalised experience.
Restrict some content for your agents and experts only and make the rest available to for customers via self-service.
Given its growing importance, this whitepaper explains how to successfully deliver agile knowledge in the current crisis and beyond.
Combining intelligent routing and automatic answer suggestion means your agents can increase their productivity, improve quality and accuracy as well as responding more quickly and consistently.
Help your customers help themselves by implementing a dynamic self-service on your website to deliver a consistent, high quality and seamless experience. Use linguistic technology to match your customers’ questions with answers from your knowledge base. Deflect and pre-empt low-value or repetitive queries so that your agents can focus their time on supporting customers with more complex or high-value requests.
Vecko is a multichannel solution which easily integrates with all conversational platforms and feedback programs. It extracts actionable insights, with greater than 95% analysis accuracy, helping organisations identify and leverage the “why” hidden in NPS and CSAT feedback. Vecko enables a deeper understanding of customer behaviour, emotions, churn risk, intent and more, helping you to deliver a better overall customer experience.
Implement a dynamic, centralised knowledge base. Integrate your knowledge across all channels, available to share with your staff and continuously enhanced through customer and agent interactions. Help to break down silos between channels and teams and share information and resources through a centralised, self-learning knowledge base. This not only improves the experience but also increases efficiency and lowers costs.
Enghouse Interactive is a leading expert in customer communications. The contact centre is at the heart of your business, which provides opportunities to differentiate your company’s service, as well as gain feedback and build customer loyalty.
With over 25 years experience, across industries served, our communication platform is agile enough to efficiently respond to customers from any channel, while providing actionable intelligence to drive ongoing improvement. Our unique omnichannel contact centre solutions offer choice and flexibility. They are also scalable in deployment, size, complexity and integration to ensure successful and effortless customer interaction, whatever your budget.