Industrialising the information processes in customer services

The empolis:Service Lifecycle Suite will allow you to find the correct response to customer queries as quickly as possible. They can then be forwarded to each contact channel (e. g. telephone, e-mail, fax, letter, web and voice self-service, shop, counter, technical field service) in a consistent and competent manner. In doing so, the queries are answered by the staff available and new information is automatically added to existing knowledge across departments and/or companies.

Achieve significant cuts in costs by making such excellent use of your expertise in all contact channels.

The empolis:Service Lifecycle Suite (e:SLS) will let you:

Automatically import and return information

e:SLS automates each information access procedure and ensures that information that has been retrieved is returned to the system.

Simple access to verified (expert) knowledge

e:SLS explains and provides easy and specific access to knowledge and experience.  At the same time it ensures that only information validated and approved by experts is accessible to the service personnel. It is not the service provider that knows the solution, but the system.

Automated and process-integrated access to third-party systems

Where required, e:SLS links third-party systems, therefore making automated and process-integrated access to them possible. Data (e. g. information from the ticket system, back office system) is exchanged between third-party systems and the e:SLS in a way that is transparent to the user.

Communication from a comfort zone

e:SLS takes the call center agents into what is known as the comfort zone, from where they then communicate with the customer.

Features:

• Integrated document, content and knowledge management
• Dynamic diagnosis trees for finding problems
• Intelligent search for diagnosis trees and service publications
• Powerful knowledge database with modelled business knowledge
• Automatic synchronisation of the offline clients
• Simple integration into the existing infrastructure

Conclusion: Use the empolis:Service Lifecycle Suite to benefit from knowledge-based information logistics in customer services.

The advantages