For your customers, access to knowledge means greater autonomy and a quick, convenient resolution to their issues. For your service desk agents, it means faster response times, fewer escalations and the opportunity to share new information and skills.
Across our range of IT service management solutions you will find knowledge management software built-in. You can capture, share and control knowledge — you can give the right groups the right information at just the right time. You can also choose a degree of sophistication that meets the needs of your organization: from basic knowledge inventory - through to groundbreaking virtual agent technology.
What do you need?
Integrated Knowledge Management and virtual agent technology
Guide your customers to the right information with an interactive virtual agent. Dynamically highlight possible solutions and known errors live as your agents work on resolution. Control the capture, flow and publication of knowledge with precision across multiple stakeholder groups.
Optimize the quality of your knowledge with automated processes for information capture, approval and publication. Integrate external knowledge sources into the repository and accurately report on the relevance and utilization of knowledge.
Give your customers access to knowledge — in a simple and easy to use self-service portal. Provide your agents with the information they need to resolve issues faster from within the help desk application.