Knowledge base system online and for call centres for UCAS22 June 2011
UCAS are now utilising Synthetix knowledge-base system with FAQs for both their online and call centre enquires. FaqtAgent, the FAQ system tied to the knowledge-base is now available on the UCAS website and deals with the vast number of enquiries they receive from prospective students. The tool is available 24 hours a day, seven days a week, crucial when dealing with enquiries from any time zone.
Potential students visiting the UCAS site have a help function on the homepage to answer a whole range of questions. Questions like 'How do I search for courses?', 'What are the UCAS deadlines for applying?' and 'Can I apply late?' are answered instantly by the application. The faqtAgent not only gives specific answers to a variety of questions, it also directs the student to web pages that specifically deal with their enquiry.
The faqtAgent has reduced the pressure on UCAS staff dealing with telephone and email enquiries and improved the service to students by providing an easy to use web-orientated system.
UCAS have also chosen to use a superset of the knowledge in their call centre to help staff deal with student enquiries more quickly and efficiently. Synthetix knowledgeAgent gives staff access to an enhance version of the web content as well as a series of templates which can be used as part of a response.
The public facing faqtAgent can be found at Ucas.
Find out more about knowledgAgent the knowledge-base system for call centres.
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Synthetix delivers "knowledge everywhere" through an award-winning suite of multi-channel online customer service applications that enable organisations to publish searchable FAQ content on the web, social networks, mobile devices and in call-centres, with live agent chat completing the loop. Celebrating 10 years of business, Synthetix is both ISO 9001 and ISO 27001 accredited and recognised globally as a leading vendor of customer service solutions.
Adam Ashcroft, Synthetix.
Tel: +44 (0)1223 393508