Knowledge Management in Help Desks

Industry Challenges

  • Ensure service levels for inquiries across all channels—phone, email, web
  • Reduce cost per incident across all channels
  • Increase self-service usage for common “how-to” queries
  • Offer self-service portal to open and track progress of tickets
  • Reduce tier-two escalation and improve first-time-fix rates

Help Desk Support

Multichannel analytics

Integrated analytics to track service levels and manage agent performance across phone, email, and web channels. Surveying capability for providing feedback on service quality.

Adaptive self-service

Adaptive self-service capability to increase user adoption, with the broadest range of access methods including natural language search, configurable browse views, dynamic FAQ, and guided problem resolution options.


Integrate the help desk software system with the other interaction channels and third-party systems required to resolve customer issues. These can be systems of record like CRM systems or content systems like SharePoint.

Call and contact tracking

Web-based customer portal for opening and tracking service requests and viewing case history.

Omnichannel knowledge

Powerful knowledge management tools combined with best of breed email, chat, and case management applications to improve first time fix rates and reduce escalations. Content adapters for easily leveraging existing content sources on the intranet, technical documents, and legacy knowledge bases.

Content capture

Capture best practice troubleshooting techniques using a diagnostic support tool that leverages existing technical documents and trouble ticket repositories.

Best practice advice

Cost Avoidance With Artificial Intelligence

Contact center and digital customer experience leaders are often tasked with the impossible—Improve service productivity and the customer experience while reducing costs. It sounds like a tough ask, but when done with proven technology and a solutions partner with domain expertise, they can do just that with artificial intelligence.


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