Automate information with knowledge management tools

Screenshot knowledge

Make knowledge usable and universal

Prepare knowledge for your channels

Make all types of knowledge easy to create, edit, maintain and activate for the various channels. This boosts productivity for your users.

Deliver accurate information

Automatically deliver the right knowledge across channels. Using artificial intelligence (AI) ensures you base information on customer intent, not just keywords.

Monitor and measure knowledge

Know how often customers and agents use knowledge. Learn whether it’s effective and explore the differences in use across channels.

Deliver great customer experiences with an embedded knowledge management solution

Great customer experiences image

Intuitive and integrated

Curate, organise and deliver rich information with an intuitive knowledge workbench. Eliminate coding requirements and save time for your content authors. This gives them more time to manage knowledge and make it easy to discover.

AI-powered search

Understand what your agents and customers are looking for with an AI-powered semantic search experience. It uses context to provide dynamic content in sync with customer journeys, allowing agents to build customer relationships.

Self-service at scale

Automatically surface knowledge with self-service tools, such as bots, agent assist and support centre. Help customers and agents resolve issues and inquiries faster. This lets them focus on knowledge needs that require a human touch.

Knowledge insights

Get automatic insights into knowledge use and effectiveness from various points of interaction. Identify knowledge gaps and easily address them in real time without holding back on customer interactions.

Personalised and contextual

Deliver knowledge that feels personal, in-context and in the language your customers communicate. Easily add new and different ways for your customers to ask questions. And easily update how you handle them across specific channels.

Open and flexible

Import and access knowledge that exists across files and shared resources. Connect to existing third-party tools and investments. When blended into your Genesys environment, they can deliver knowledge insights quickly.

Mq ccaas 2023
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2023 Gartner® Magic Quadrant™ for Contact Center as a Service

Genesys named a Leader
– and positioned highest in execution

Contact Center Agent Stat

78%

of respondents expect the greatest frustration for CX employees is having insufficient information to assist customers in the moment

Customer Experience and the Future of Work MIT Technology Review Insights, 2022

Delight customers and empower agents with answer automation

Businesses continually create new knowledge as products and services expand. Entering new markets and expanding your customer base also builds knowledge. But sharing the right knowledge with the right stakeholder — at the right moment — is challenging.

With Genesys, you have access to user-friendly knowledge management tools. These make it easy to deliver better agent and customer experiences. Eliminate silos across your organisation with collaboration tools that easily compile and access your content library, customer data and other helpful resources. Give your customers and agents the right information, in the right moment — improving every customer interaction.

Empower every interaction with the right information

Give your customers and agents the knowledge they crave with a centrally maintained knowledge base software used across touchpoints. Give every area of your organisation, including customer support and sales teams, access to the information they need. Include all users and information consumers in your feedback loop to train and improve self-service content across engagements.

Put knowledge at the heart of customer experience

Enable knowledge for customers and agents by building a single knowledge repository. This should support digital and voice-based interactions through self-service, bots or agent-led conversations. Provide a more consistent customer experience (CX) across touchpoints.

Create, enrich and organise knowledge easily

Give your knowledge workers easy-to-use tools to create and enrich knowledge. Create knowledge repositories or import your existing content sources. Genesys supports rich text, image and video to make content come alive. Organised knowledge ensures your content is easy to find and ready for use on your terms.

Automate information for customers and employees

Enable information to flow automatically from the repository to any point of impact in real time. Semantic search and AI ensure that content is retrieved based on intent, not keyword, in the context of the interaction. Add channel dimensions to your repositories to ensure your knowledge base can support customer self-service as well as agent-led interactions with equal precision.

Create a knowledge portal for everyone

Easily create a smart portal for your knowledge repository. Activate specific knowledge categories or the entire knowledge base to use as a support centre for customers or employees. Add to your web page with a simple snippet of code that lets you incorporate smart search capabilities. This includes a type-ahead dropdown that makes it quick and easy to find the right information.

Scale knowledge around the globe

Customers and employees want information on their terms and in their language. Support their needs by offering knowledge in multiple languages. Today, we support English, German, French, Spanish, Italian and Portuguese — with more language support coming in the future.

Data-driven knowledge optimisation

Use interactive reports of knowledge usage and effectiveness to proactively close knowledge gaps and find opportunities for improvement. Knowledge Optimizer provides a view into requests for knowledge and shows which were successful and which weren’t. It also shows the most frequently used information and information considered best by those using it.

See what else you can do with Genesys

Frequently asked knowledge management tools questions

What are tools for knowledge management?

Knowledge management tools help organisations capture, organise and apply knowledge from multiple systems. These include document management systems, databases, intranets, search engines, collaboration platforms, AI-powered knowledge bases and learning management systems.

What are the three technologies used for knowledge management?

There are three key technologies used for knowledge management:

  1. Artificial Intelligence (AI) to automate knowledge capture and categorisation, and to make recommendations based on data patterns.
  2. Collaboration tools to facilitate the sharing and co-creation of knowledge among team members.
  3. Knowledge bases to store and organise knowledge in a searchable format for easy access.
Who needs to use knowledge management?

Knowledge management tools help companies of all sizes that share processes, practices, information and policies. This can be between departments or groups and functional roles.

What are the components of knowledge management?

Created, stored and shared knowledge as part of a comprehensive knowledge management program. A robust knowledge management solution lets creators contribute knowledge in multiple formats including text and images. There must be enough storage available to house in one place all the knowledge a company needs. It must also allow many ways of knowledge consumption, including different permission types and different consumption channels.

How do I get started with knowledge management?

Best practice calls for an analysis of the current state of knowledge at your company. Ask yourself these questions:

  • How is knowledge managed today?
  • Who is creating knowledge?
  • How many tools are we storing knowledge in now?
  • What tools are we currently using? What are our requirements of a tool moving forward?
  • Who will consume knowledge? Do they need knowledge in real-time?
  • How can you edit knowledge?
  • What permissions do we need for our knowledge authors and users?

Next, determine the ideal state of knowledge at your company. In almost all cases, the ideal state of knowledge sharing is a centralised system. Well controlled knowledge by administrators ensures completeness and accuracy.

What type of knowledge does knowledge management support?

If you’re focused on sharing information, knowledge management can support a variety of media types. Text, rich text, images, and video are all key features of an internal knowledge base capability set.

What are the most important aspects of high quality knowledge management?

Centralised knowledge enables more effective use of it. All consumers of knowledge should look to a single knowledge base, regardless of how they consume knowledge. Having just one knowledge base that shares knowledge with all channels creates consistent and standard insights. All departments and lines of business benefit.

What are the key business benefits of using centralised knowledge management systems?

A centralised repository of knowledge gives you a number of advantages. It will:

  • Reduce time spent looking for information, help with version control issues.
  • Make knowledge more easily accessible for users.
  • Improve customer service KPIs by giving agents access to the knowledge they need to serve customers, faster.

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