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Ds n gencim_knowledgebase_q109na
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Ds n gencim_knowledgebase_q109na

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  • 1. nGen Knowledgebase 24x7 Accurate Information for Your Customers and Employees THE BUSINESS PROBLEM across nGenera CIM’s assisted and self- service channels, improving service It’s often difficult to find vital company quality and increasing first contact information for both enterprises and small resolution success. businesses alike. Imagine how your customer feels if they struggle to find the NGEN KNOWLEDGEBASE BENEFITS information they need. Today, more customers and businesses rely on the Web Low IT Overhead: Easy-to-use Web instead of customer service agents as a interface for administrators and primary resource for providing information. content managers extends and grows “The numbers are Maintaining accurate information and with your enterprise. impressive. managing this data can require a company to employ expensive resources such as IT Self Service Portal: Deflect inquiries Comparing the six- professionals, Web designers, and away from call center agents to the month period before developers. By deploying a robust and Web. the KB launch to the powerful knowledge management solution, Increase Agent Productivity: your company will realize the benefits of six-month period increased agent productivity, improved Sophisticated technology simplifies search queries and allows the agent after the KB launch, overall customer satisfaction, and reduction to find documents quicker and more Efficient Networks of data management overhead. accurately. technical support THE NGENERA CIM SOLUTION Consistent Relevant Information: experienced a 34% A component of the nGenera Customer Assures retrieval of current decrease in support Interaction Management (CIM) Solution, information; centralized, easily nGen Knowledgebase provides around-the- accessible repository for subject calls.” clock access to a scalable Web-based matter experts. application where organizations store and -– Siemens publish data, content, and help files for Powerful Reporting: Measure article Internet and intranet environments. retrieval satisfaction, searches, and Flexible article access, robust review ROI with standard and customized workflow, and simple authoring enhance reports. the centralized knowledge repository. Conduct Lead Generation Programs: Powerful reporting indicates which articles Place, track, and report on users seek and what information is advertisements and promotions. unavailable, driving continuous improvements. Praised by customers and Save Time: nGen Knowledgebase industry analysts alike for its ease of use accepts most file formats and  and reporting functionality, nGen documents so format conversion is Knowledgebase is completely integrated not required.
  • 2. KEY FEATURES Content Creation Tools Complete Portal Framework Configurable workflow engine for Public portal for unrestricted article authoring access Powerful WYSIWYG HTML editor Registration portal to track access nGen Knowledgebase is Add attachments to articles Secure portal for controlled a flexible, scalable Instant publishing capabilities and permission access Web self-service tool import flexibility Personalized portal displays topical Future availability and expiration articles and alerts upon login with an easy-to-use features Offline portal to support remote or interface for customers disconnected users and users. Minimal IT Find Information Easily Article subscription system involvement assures an Search by keyword, attribute, language Supports remote searches Powerful Reporting overall lower total cost Intuitive category searches Customer inquiry submission of ownership. ‘Smart Synopsis’ provides access to Search results reporting most relevant articles Dynamic ROI results ‘Solution Finder’ guides customers Article usage tracking through questions Over 100 languages can be recognized by the search engine when scanning articles  

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