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Knowledge Base Software

Knowledge Base Software provides fast, accurate & consistent answers, whatever the channel

Equip your contact centre agents and Customers with easy to access, up to date knowledge base software

Customers demand an accurate response to their queries, first time and without delay. Meanwhile agents often waste valuable time trying to find the information they need from several different places across the business, such as: databases; manuals and even other agents.

 

Equip your agents with the ability to find the best answers quickly and efficiently

mplsystems provide extensive knowledge management, which can be delivered to agents; customers, field engineers; communities or partners by our self-service knowledge base software. Knowledge can be held within the dynamic knowledge base, or can be accessed from external systems and presented, when needed, from these sources.

Knowledge Articles can be presented via websites; portals; apps and social forums using the same keyword search functionality to assist the customer, while diverting calls away from the contact centre. As well as searches and FAQ responses, knowledge base content can be delivered automatically via web chat; email or online assistance. Relevancy indicators in the desktop application help the agent improve the speed of resolution for customers and encourage the use of best practice.

Benefits of a Knowledge Base Software in the contact centre:

  • Fast, accurate and consistent answers to customer enquiries regardless of the channel
  • Online self-service knowledge base for customers reduces the load on the contact centre
  • Promotes use of best practice and shared learning throughout the organisation
  • Collaborative content creation is simultaneously cost-effective and delivered in real-time to other employees
  • Efficient email responses use knowledge base as content for email templates
  • Simple adding or editing of new content
  • Flexible publication controls
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SUCCESS STORIES »

End-to-end customer management & integrated field operation technology
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Aviva integrate an online portal to manage initial order captures
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WEBINARS »

10 Clever ways to improve call centre performance
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WHITE PAPERS »

4 Key factors that define a unified agent desktop
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A Best Practice Guide to: Self-Service & Automation
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LATEST NEWS »

AESOP: Advanced Engineer Scheduling Optimisation & Prediction
6th June, 2017
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mplsystems to Exhibit at the Field Service Management Expo this June
30th May, 2017
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Solving the Field Service Customer Mess
23rd May, 2017
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  • mplsystems designed an innovative sales management and communication platform to provide the integration of all the channels required

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  • mplsystems provided leading healthcare retailer Sensilab with a truly integrated customer engagement CRM and sales agent desktop solution

    Read More »

  • mplsystems’ challenge was to convert the complexity of Babcock’s campaign requirement into a simple interface for Babcock’s contact centre agents

    Read More »

  • mplsystems works with Aviva and their partners on the design and deployment of individually branded ‘customer experience’ portals

    Read More »

  • The Unified Desktop solution from mplsystems allows Fitness First to aggregate relevant customer and transactional data from the company’s CRM.

    Read More »

  • mplsystems put in place an agent desktop solution drawing data from multiple systems including asset information and their ERP solution.

    Read More »

  • mplsystems configured a solution to Studio Moderna’s exact requirements in social media, email and e-commerce contact handling

    Read More »

  • mplsystems designed an innovative sales management and communication platform to provide the integration of all the channels required

    Read More »

  • mplsystems provided leading healthcare retailer Sensilab with a truly integrated customer engagement CRM and sales agent desktop solution

    Read More »

  • mplsystems’ challenge was to convert the complexity of Babcock’s campaign requirement into a simple interface for Babcock’s contact centre agents

    Read More »

  • mplsystems works with Aviva and their partners on the design and deployment of individually branded ‘customer experience’ portals

    Read More »

  • The Unified Desktop solution from mplsystems allows Fitness First to aggregate relevant customer and transactional data from the company’s CRM.

    Read More »

  • mplsystems put in place an agent desktop solution drawing data from multiple systems including asset information and their ERP solution.

    Read More »

  • mplsystems configured a solution to Studio Moderna’s exact requirements in social media, email and e-commerce contact handling

    Read More »

  • mplsystems designed an innovative sales management and communication platform to provide the integration of all the channels required

    Read More »

  • mplsystems provided leading healthcare retailer Sensilab with a truly integrated customer engagement CRM and sales agent desktop solution

    Read More »