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| Business solutions | Call Centres |
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Progressively, with their on-going development, Call Centres build Knowledge Base’s where problems and their respective solutions are recorded.
The data within these Knowledge Base’s, essentially "not structured", is normally assembled by Level 2 experts at the time of system inception and is often little developed beyond that. As a result operator’s dealing with calls at Level 1 can often find themselves having to make successive queries of the Knowledge Base in an attempt to locate the correct solution.
To provide an effective service without a intelligent search solution pre-supposes a high level of Operator understanding as to how the knowledge is organised and does not guarantee the efficiency or quality of service that the Knowledge Base is supposed to deliver.
Offering Level 1 operators a powerful yet simple to use way of searching the Knowledge Base by entering, in free text, the problem or symptom described, allowing them to locate the right answer immediately and avoid the need to ask additional questions maximises the investment made in the Knowledge Base, and subsequently the levels of customer satisfaction.
| Benefits of the AMI solution |
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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 customers problem increasing productivity and customer satisfaction.
AMI Call Centre Knowledge Base management allows the user to :
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Search in free text with broad tolerance for typing errors, abbreviations and company specific terms. |
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Search using multiple criteria : starting by using the symptom as the question and by taking account of metadata specific to the context of callers problem. |
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Search across all sources Internal (knowledgebase, historical logs of tracked problems…) or External (vendor support websites…) |
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Guarantee that the solution to a callers problem is within the first five results shown with relevance scoring. |
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Highlight significant elements within the list of results. |
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Easily integrate with already installed Desktop applications |
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Create and validate Level 2 procedures |
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Guarantee a very high level of effective use without preliminary training. |
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For IT Directors and CIO’s AMI Call Centre knowledgebase management solutions integrate 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. In addition, it is easy add new data sources as they become necessary.
For Chief Executives, AMI Call Centre 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.
AMI can be easily integrated with solutions such as Remedy’s Action Request System, and Peregrine’s Service Center
 Download the product description document
Find out more about AMI Enterprise Discovery
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