KNOWLEDGE MANAGEMENT SYSTEM (INTERNATIONAL)
VERIZON Communications,Inc
Background of the company Verizon Communications is an American multinational telecommunication provider and the largest wireless communication service provider in the U.S. Verizon was formed on 30th June,2000 as a product from the merging of Bell Atlantic Corp and GTE Group. Although Verizon was formed on the early 21st century, the mergers that formed Verizon already the big name in the telecommunication business and can be traced back to its roots in the beginning of telephone business in the late 19th century. With the merger of two giant telecommunication company, Verizon capable to provide undisputed coverage to all over U.S. Verizon’s 4G LTE network that covers …show more content…
KNOVA is a knowledge management system that help in maximizing the value of each interaction throughout the customer lifecycle. KNOVA Contact Center TM help in streamlining the information flow in call center. KNOVA provide an adaptive search and knowledge management platform that suites multiple organization needs. KNOVA also help the organization in capturing the knowledge that can be important for the future use. For example, when using KNOVA, the call center agent can easily capture new knowledge as a natural part of their solution finding process. Compared to other system, which may required a complex infrasturcture and highly capable person in order to capture the knowledge, KNOVA can easily eliminated the process as it can integrates content accross the organization. The adpative nature of KNOVA also can increase the accuracy future search as it will learn to the search pattern used by the …show more content…
When asking the customer service agent what is their biggest challenges, mostly will say that their are incapable of providing the right information at the current moment. This will cause frustration to the customer and the customer service agent itself. KNOVA Contact Center guides the agent through a dynamic, adaptive experience specifically targeted towards solving each customer’s issue. The resolution workbench provides patented adaptive search and navigation with comprehensive capabilities including interviews, collaborative support and response templates. The resolution experience is optimized through the resolution flow engine to raise the overall quality and effectiveness of service that customer service agents
VERIZON Communications,Inc
Background of the company Verizon Communications is an American multinational telecommunication provider and the largest wireless communication service provider in the U.S. Verizon was formed on 30th June,2000 as a product from the merging of Bell Atlantic Corp and GTE Group. Although Verizon was formed on the early 21st century, the mergers that formed Verizon already the big name in the telecommunication business and can be traced back to its roots in the beginning of telephone business in the late 19th century. With the merger of two giant telecommunication company, Verizon capable to provide undisputed coverage to all over U.S. Verizon’s 4G LTE network that covers …show more content…
KNOVA is a knowledge management system that help in maximizing the value of each interaction throughout the customer lifecycle. KNOVA Contact Center TM help in streamlining the information flow in call center. KNOVA provide an adaptive search and knowledge management platform that suites multiple organization needs. KNOVA also help the organization in capturing the knowledge that can be important for the future use. For example, when using KNOVA, the call center agent can easily capture new knowledge as a natural part of their solution finding process. Compared to other system, which may required a complex infrasturcture and highly capable person in order to capture the knowledge, KNOVA can easily eliminated the process as it can integrates content accross the organization. The adpative nature of KNOVA also can increase the accuracy future search as it will learn to the search pattern used by the …show more content…
When asking the customer service agent what is their biggest challenges, mostly will say that their are incapable of providing the right information at the current moment. This will cause frustration to the customer and the customer service agent itself. KNOVA Contact Center guides the agent through a dynamic, adaptive experience specifically targeted towards solving each customer’s issue. The resolution workbench provides patented adaptive search and navigation with comprehensive capabilities including interviews, collaborative support and response templates. The resolution experience is optimized through the resolution flow engine to raise the overall quality and effectiveness of service that customer service agents