Provide consistent and relevant information to customers, partners, vendors, and employees
nGen Knowledgebase delivers instant value and rapid ROI. Achieve dramatic results similar to many nGen Knowledgebase customers:
- Reduced email volume by 80%
- Recognized positive ROI in less than six months
- Reduced call volume by 15% in the first month of use, 50% in the first year
- Increased search accuracy from 10% to 90%
nGen Knowledgebase streamlines the entire documentation process for companies to share information with employees, customers, and partners. The flexible, self-learning knowledge base captures and presents current, relevant information to customers, in a Web self-service mode, and to agents through a flexible portal within the single screen agent interface.
| Praised by customers and industry analysts alike for its ease of use and reporting functionality, the knowledge base is completely integrated across nGenera’s assisted and self-service channels, improving service quality and increasing first contact resolution.
|
"The numbers are impressive. Comparing the six-month period before the KB launch to the six-month period after the KB launch, Efficient Networks technical support experienced a 34% decrease in support calls."
- Siemens |
Ngen Knowledgebase offers:
- Powerful search and retrieval methodologies, ensuring customers receive rapid, accurate, and consistent responses.
- Easy authoring, robust review workflow, and flexible article access to further enhance the centralized knowledge repository.
- Insightful reporting tool indicating which articles users seek and what information is unavailable, driving continuous operational improvements.
- Adapt Knowledgebase’s interface to the user’s needs. Select from any of eight languages for localization; over 100 languages can be supported by nGen Knowledgebase Enterprise Search.
|
