{"id":202728,"date":"2020-01-14T07:24:00","date_gmt":"2020-01-14T15:24:00","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=collateral&#038;p=202728"},"modified":"2020-01-14T07:24:03","modified_gmt":"2020-01-14T15:24:03","slug":"genesys-knowledge-centre-for-customer-experience","status":"publish","type":"collateral","link":"https:\/\/www.genesys.com\/en-gb\/collateral\/genesys-knowledge-centre-for-customer-experience","title":{"rendered":"Genesys Knowledge Centre"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column]<div class=\"section-header   format-header-a has-title has-sub_title has-cta has-image has-bgcolor\" data-swidth=\"stretch\" data-bgcolor=\"bgc-plum\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-dark\"><div class=\"text-col\"><h1>Genesys Knowledge Centre<\/h1><p>Provide faster, lower effort and more accurate customer service<\/p><div class=\"content-container\"><\/div><div class=\"cta-btn \"><a href=\"https:\/\/www.genesys.com\/media\/Genesys-Knowledge-Center-DS-EN.pdf\" target=\"_blank\" rel=\"\">Download a PDF<\/a><\/div><\/div><div class=\"media-col image-wide\"><img decoding=\"async\" width=\"440\" height=\"240\" style=\"\" src=\"https:\/\/www.genesys.com\/media\/Genesys-Knowledge-Center-DS-resource_center-EN.png\" alt=\"Genesys Knowledge Center\" \/><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-grid has-imageclr\" data-swidth=\"stretch\" data-column=\"grid-2x2\" data-format=\"grid-a\" data-cards=\"bgc-clear\" data-shadow=\"\" data-bgcolor=\"bgc-lgray\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-light\"><div class=\"grid-container\" ><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Benefits<\/h4><ul>\n<li>Reduce customer effort<\/li>\n<li>Improve deflection from the contact centre<\/li>\n<li>Increase first contact resolution and cross- and up-sell opportunities<\/li>\n<li>Improve online channel adoption and online content visibility<\/li>\n<li>Improve agent productivity and reduce agent training time<\/li>\n<li>Decrease tier-2 escalation<\/li>\n<li>Reduce average handling time<\/li>\n<li>Leverage a unified agent desktop<\/li>\n<\/ul>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Key Features<\/h4><ul>\n<li>Multi-source data gathering<\/li>\n<li>Natural Language search<\/li>\n<li>Content authoring<\/li>\n<li>Lifecycle management<\/li>\n<li>Auto-complete<\/li>\n<li>Feedback management<\/li>\n<li>Advanced reporting<\/li>\n<li>Role-based access control<\/li>\n<li>Native agent desktop integration<\/li>\n<li>REST API for custom integrations<\/li>\n<\/ul>\n<\/div><\/div>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-content\" data-swidth=\"stretch\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-light\"><div class=\"text-col\"><div class=\"content-container\"><div class=\"section-item format-content-a4 has-image\" ><div class=\"text-col\"><h3><\/h3><h4>The untapped potential of your company knowledge<\/h4>\n<p>Too many companies watch helplessly as huge investments in customer service go to waste, because they are unable to harness information to effectively solve inquiries. On the self-service front, searches bring back inaccurate results that are not interactive and do not offer any real value. Similarly worded queries frequently yield completely different results, forcing customers to seek assistance. Things often get no better upon escalation, with agents often ill-equipped<br \/>\nto provide the right answers via phone or chat. And if your customer touches both channels, the responses they receive may not be consistent. Genesys Knowledge Centre ensures that you can tap all the information residing in your environment to deliver exactly what customers need, when they need it.<\/p>\n<h4>Great customer experience begins with reliable information<\/h4>\n<p>You may be surprised at just how far a little knowledge will go to improve ineffective online customer service. Genesys Knowledge Centre helps bring together all the elements of a strong customer service mix by optimising your organisation\u2019s knowledge to make self-service tools more effective, to empower agents and, ultimately, to provide a positive customer experience.<\/p>\n<h4>Knowledge is at the heart of your omnichannel strategy<\/h4>\n<p>Genesys Knowledge Centre ensures that information is consistent regardless of channel, and that customers receive the same accurate answers whether they\u2019re provided via self-service search, a phone call with an agent, automated <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/email-contact-center\">email<\/a> responses, web forms,<a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/live-chat-software\"> live chat<\/a>, <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/sms-messaging\">SMS<\/a>, or <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/social-media-customer-service\">social media<\/a>. And since it is part of the Genesys Customer Experience Platform, it infuses every interaction with your organisation\u2019s customer knowledge to resolve any query or<br \/>\nissue. The result will be a superior customer experience\u2014leading to increased sales and more satisfied and loyal customers.<\/p>\n<h4>Knowledge-assisted channels and proactive knowledge bring you more<\/h4>\n<p>Genesys Knowledge Centre allows you to deflect contact centre interactions by immediately providing customers with suggested articles based on live chat content, email ticket submission, web form, SMS or social channels, leading to reduced contact centre costs and faster resolutions.<\/p>\n<p>Leveraging Genesys proactive engagement capabilities, Genesys Knowledge Centre proactively provides relevant knowledge-based answers on any web page at the point your customers have questions, leading to a lower effort and better experience.<\/p>\n<p>With Genesys Knowledge Centre, you can ensure that your customers are consistently getting exactly the information they need\u2014on any channel and any touchpoint, in a traditional or proactive manner. This leads to lower customer effort and better customer experience and loyalty.<\/p>\n<\/div><div class=\"media-col image-tall type-image\"><img decoding=\"async\" width=\"310\" height=\"333\" src=\"https:\/\/www.genesys.com\/media\/8e51bc6c-collaterl-holder-icon.png\" alt=\"video thumbnail\" \/><\/div><\/div>\n<\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-cta format-cta-t1 has-bgcolor\" data-swidth=\"stretch\" data-cta-type=\"cta-t1\" data-bgcolor=\"bgc-lgray\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-light\"><div class=\"box-logo image-wide\"><img decoding=\"async\" width=\"672\" height=\"171\" src=\"https:\/\/www.genesys.com\/media\/27d1dbd7-atbfinancial-weblogo-color.png\" alt=\"Atbfinancial weblogo color\"><\/div><div class=\"text-col\"><div class=\"box-quote\">\"We\u2019re thrilled with Genesys Cloud, our results to date, and the company\u2019s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades.\"<\/div><div class=\"speaker-info\"><p class=\"fullname\">Dwayne Calder<\/p><p class=\"jobtitle\">Managing Director<\/p><p class=\"company\">Insights &amp;amp; Enablement, Client Care<\/p><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-grid has-title\" data-swidth=\"stretch\" data-column=\"grid-1x1\" data-format=\"grid-a\" data-cards=\"bgc-clear\" data-shadow=\"\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-light\"><div class=\"text-col\"><h2>Capabilities<\/h2><\/div><div class=\"grid-container\" ><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Knowledge-assisted channels<\/h4><p>Deflect contact centre requests by providing suggested articles based on live chat content, email ticket submission, web forms, SMS or social media.<\/p>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Proactive knowledge<\/h4><p>Proactively provide suggested articles to customers when it is appropriate to offer support, based on current web behavior and value.<\/p>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Web search<\/h4><p>Allow customers to search for knowledge via simple natural language questions, keywords or to simply browse all articles in the knowledge base.<\/p>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Contact centre escalation<\/h4><p>Allow seamless transition to agent assisted service when self-service answers are not satisfactory.<\/p>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Content management<\/h4><p>Gather data from various sources. Create knowledge articles through the built-in content management system and manage content approval and lifecycle. Report on performance, usage, knowledge gaps and deflection.<\/p>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Feedback management<\/h4><p>Track customer and agent feedback to enhance search accuracy and relevancy. Plus, Capture customer feedback about knowledge articles and deliver those results to knowledge administrators to ensure continuous content improvement.<\/p>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Knowledge-enabled agents<\/h4><p>Allow agents to search and respond using knowledge articles, make history of searches, answers read and ignored available to agents and allow agents to contribute to knowledge.<\/p>\n<\/div><\/div>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-cta format-cta-a has-title has-cta has-imagebg\" data-swidth=\"stretch\" data-cta-type=\"cta-a\" data-bgimg=\"https:\/\/www.genesys.com\/media\/fe53a864-gse-hdr-gradient-rev.svg\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-dark\"><div class=\"text-col\"><h3>Take this information to go<\/h3><div class=\"cta-btn\"><a href=\"https:\/\/www.genesys.com\/media\/Genesys-Knowledge-Center-DS-EN.pdf\" target=\"_blank\" rel=\"\">Download a PDF<\/a><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section]<\/p>\n","protected":false},"author":678,"featured_media":4185,"template":"","tax_priority":[54],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-202728","collateral","type-collateral","status-publish","has-post-thumbnail","hentry","tax_priority-54"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral\/202728","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/collateral"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/678"}],"version-history":[{"count":6,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral\/202728\/revisions"}],"predecessor-version":[{"id":217561,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral\/202728\/revisions\/217561"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/4185"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=202728"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=202728"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=202728"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=202728"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=202728"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=202728"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=202728"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=202728"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=202728"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=202728"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=202728"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}