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Enterprise search and knowledge management
By definition, enterprise search is the practice of making content from multiple disparate sources, such as databases and intranets, searchable to a defined audience.
Enterprise search: purpose?
An enterprise search function within an organisation company gives employees the ability to find information quickly, it allows efficient centralised access to the knowledge within the company and is often referred to as knowledge capitalisation.
Enterprise search: AMI solution
The pack Knowledge Discovery , our enterprise search solution ,allows the user to find information from both internal and external sources without necessarily knowing its location in advance. AMI Knowledge Discovery is a powerful Intranet Search solution providing excellent levels of relevance in results returned.
Benefits of the AMI Call Centre solution
AMI Call Centre integrates a very powerful search capability able to find quickly, by similarity and proximity calculation, the right answer to the problem. AMI's solution reduces Average Talk Time, Average Handling Time and hence the delay subsequent callers may experience in their call being answered.
AMI Call Centre increases the percentage of calls answered to meet Service Level Agreements and the percentage of calls that completely resolve a customer’s problem increasing productivity and customer satisfaction.
AMI Call Centre Knowledge Base management allows the user to;
- Search in free text with broad tolerance for typing errors, abbreviations and company specific terms.
- Search using multiple criteria; starting by using the symptom as the question and by taking account of metadata specific to the context of caller’s problem.
- Search across all sources Internal (knowledgebase, historical logs of tracked problems…) or External (vendor support websites…)
- Guarantee that the solution to a caller’s problem is within the first five results shown with relevance scoring.
- Highlight significant elements within the list of results.
- Easily integrate with already installed Desktop applications
- Create and validate Level 2 procedures
- Guarantee a very high level of effective use without preliminary training.
For IT Directors and CIOs.
The pack Knowledge Discovery integrates easily without having to change infrastructure or Intranet organisation as a result of our strict adherence to Standards (XML, http etc) in our product development. Furthermore, it is easy to add new data sources as they become necessary.
For Chief Executives.
AMI solutions guarantee improvement in the quality of service delivered by increasing the number of calls resolved at Level 1 without referring to additional resources and ensuring that requests made to Level 2 are only those that genuinely require it. AMI Call Centre solutions deliver fast return on investment.
More information about the pack Knowledge discovery