Knowledge Management Software for Customer Service

The availability of information during communication accelerates the workflow management and increases the rate of successful case completions during the first contact (First Level Resolution). Mediatrix KNOWLEDGE, the knowledge management software from ITyX, captures and indexes each piece of readable information and makes the captured data available at exactly the right time when it's needed during case processing. While in operation, the system develops an optimal degree of efficiency all on its own by dynamically improving the way agents are handling documents and information without requiring administrative intervention.

Mediatrix KNOWLEDGE is a module from the suite of Input Management solutions from ITyX and uses the technology components Classification and Knowledge Mining. Mediatrix KNOWLEDGE can be combined with all ITyX solution modules and accesses text objects and information from the central knowledge base.

Benefits of Mediatrix KNOWLEDGE:

• Content management and authorisation system for customer data and knowledge sources
• Capture of documents and text objects in any format
• Dynamic rating of relevant information through user evaluations
• Relief of staff from search tasks during case processing
• Language independent, self-learning and multi-client capable