Product Knowledge Management

Fuel your organization with the accurate and consistent knowledge and insights they need. Eliminate organizational silos, connect with product experts through communities and increase collaboration. Adopting a more open, role-based knowledge culture with ready and easy access to information can accelerate the strategic impact of your operations.

Enabling Best-in-Class Sales, Service

Meet customer expectations for the highest quality interactions and level of services whether engaging online, through a call center, with a field service agent or with the sales representative.

Incomplete or inaccurate product and support information can lead to lowered customer satisfaction, increased support services costs and customer dissatisfaction. Organizational structures, disparate technology platforms and business processes may be siloed and limit the required level of collaboration and information integration to support an effective go-to-market execution. Information may only be updated on a periodic basis instead of meeting the real time demands of an “always on” marketplace.

Eliminating organizational silos, increasing collaboration, adopting an open knowledge culture with ready and easy access to information can accelerate the strategic impact of your operations, thereby enhancing the customer experience for compelling impact.

Enhanced Collaboration with Intelligent Agents

Maximize the usability of your information. Enable your operations with technology solutions that understand human language and broad knowledge topics. The potential for Cognitive Computing is in its infancy but there are robust capabilities that can be deployed now. Gain the expert collaboration of an 'intelligent assistant' that can help users navigate through challenging business issues using your enterprise applications. This assistant has context level insights and uses text-to-speech technology that makes users believe they are chatting to a real person.

Learn how your organization can optimize business responsiveness and productivity that enables best-in-class sales, service and support. Leverage state of the art component authoring, nuanced taxonomies, sophisticated content object architecture, and data analytics technology to provide step by step instructions that help users with challenging business application scenarios.

Speed up Time to Competency

Meeting customer demands for the highest quality interactions and level of services means that enterprise organizations need to recruit and develop strong sales and service representatives with the appropriate skills, knowledge and insights they need. With rapidly changing markets and product portfolios, developing and maintaining high proficiency levels is a challenging feat for many organizations.

Effectively organize product and operational content. Ensure easy access to right information by the right people at the right time. Fuel your organization with the accurate and consistent knowledge and insights they need. Speed up your organization's ‘time-to-competency’ to meet the real time demands of an 'always on' marketplace. Meet customer expectations for the highest levels of sales support and services whether engaging online, through a call center, with a field service agent or with the sales representative.

Just-in-Time Publishing

The pace of digital business is accelerating and easy access to information has transformed the way that consumer and business buyers make purchase decisions for products and services. Information is at the buyer’s fingertips and therefore, control is in the hands of the buyer. Information-hungry, price-savvy, empowered buyer decision makers expect to find the information they need when they need it.

Organizations that want to realize their digital business goals will need to refine their ability to anticipate the needs of customers and become more agile in producing the content that will facilitate the purchase decision process. Leveraging analytics to spot the new market developments or changes in customer interests will be critical. Establish purpose-built operations and a content development foundation that ensures rich digital commerce experiences with agile just-in-time publishing.