Synthetix knowledgeAgent

Our call-centre knowledge-base software is easy-to-use and self-organising.

Synthetix knowledgeAgent extends our award-winning knowledge-base for call-centre agents. Staff can get instant answers to customer questions through natural search, access associated documents and collaborate using built-in feedback and comment features.

KnowledgeAgent is built from the ground up to fit right in with call-centre working practices, allowing desk-sharing and remote log-in through a web-based interface residing in the cloud.

Utilising an uncluttered user interface design, knowledgeAgent reduces training times by 30%. With answers to all the most popular customer questions to hand instantly, average call-handling times fall, reducing your cost per call.

Channels

Our knowledge base software is designed to meet the demands of customer service agents, with a full-screen interface, instant searches, agent collaboration, hotdesking support and easy user management. Outside of the call-centre, knowledgeAgent is used in retail branches, HR departments and multi-site offices, delivering instant, accurate answers to customer and employee questions.

Benefits

		Optimise your call-centre metrics Synthetix knowledge base software for call centres is designed to provide instant, reliable answers to agents. Reduce your cost per call, average call-handling times and abandonment rates.
		Reduce training times Get new agents live quicker with knowledgeAgent, cutting average training times by 30%. With a streamlined interface, filled with useful FAQ knowledge, agents can start serving customers instantly.
		Deploy consistent information across your channels Aberdeen Group noted in 2011 research that companies who get their multi-channel knowledge strategy right will reap the rewards, significantly increasing customer revenue and retention.

Features

		Advanced Call-centre Knowledge-base technology With class-leading Natural Language Processing of agent queries, instant on-a-keypress results and scalable cloud hosting, knowledgeAgent is cutting-edge call-centre technology.
		Fast Search Results You don't want your IT hanging around when you are dealing with customers live. Our knowledge base software delivers instant, relevant results - reducing average enquiry times by 30%.
		Collaborate with Colleagues Share information around the call-centre with built-in collaboration tools, allowing members of your team to share best practice and quickly feed back qualitative information.
		Secure Online Editing The secure features of the Synthetix knowledge-base, including editorial permissions, approval processes and granular logging, ensure enterprise-grade editing capabilities.
		Management Analytics Our online portal gives you access to comprehensive reports on the usage of your FAQ knowledge-base, by date range. We'll automatically e-mail daily, weekly and monthly summaries, too.
		Hosted in the Cloud Synthetix hosts on cloud servers, providing superb resilience, performance, security and ISO 27001 accreditation. We handle millions of transactions for clients like London 2012 or UCAS.