Mission-critical Knowledge Management for Contact Centers

KMS Lighthouse seamlessly integrates with traditional CRM systems, addressing a broad range of common contact center knowledge management challenges and providing frontline staff with uniquely powerful, dedicated guidance.

Lighthouse makes contact center agents perform faster and more accurate, allowing quick navigation through large volumes of information to resolve caller issues in real time. Instant knowledge update and information completion further improve operational efficiency, reduce overall call center costs and increase profitability. The result – higher FCR (First Call Resolution) rates, shorter AHT (Average Hold Times) and, most importantly, dramatically enhanced customer experience.

KMS Lighthouse

With a database-driven central repository at its core, KMS Lighthouse connects with existing customer-facing infrastructure, including CRM and billing systems, as well as with product catalogs and other corporate repositories. The solution is capable of extracting information from any data source, with minimal integration effort, utilizing intelligent templates to effectively transform raw, unstructured information into well-organized, targeted knowledge.

KMS Lighthouse Key Features

• A state-of-the-art, constantly evolving search engine allows agents to quickly and effortlessly navigate through vast amounts of data.

• Dynamic links to contextual information that helps agents present the right offer at the right time and successfully cross- and up-sell, even during service-related calls.

• Self-service facilities present customers with all required information, as well as with sales promotions, across all self-service channels.

• Visual simulator technology guides both contact center agents and self-service customers on the use of products and services of any complexity.

• Powerful feedback mechanisms and advanced reporting modules allow contact center administrators to monitor agent performance, plus enable quick and easy roll out of new products, service packages, rates and promotional campaigns.

• Security policy and access privilege enforcement keeps confidential and sensitive information accessible to authorized users only.

• Built-in scalability ensures that the solution will support a growing number of applications and agents, as the company achieves increasing success and expands its market reach.

For further details please visit: www.bphxkms.com