Talisma self-service Knowledgebase enables quick, cost-effective and 24/7/365 access to online information.

The powerful search engines ensure rapid, accurate and consistent responses.

It improves internal productivity by giving agents and employees access to expert, real-time information.

Flexible article access, easy authoring and robust review workflow further enhance the centralised knowledge repository.

A powerful reporting tool indicates which articles users look for and what is unavailable, driving continuous improvements.

Other benefits include:

• Help customers find information with guided ‘Solution Finder’ and powerful natural language search engines
• a 24/7/365 communication channel through the web
• Increase contact centre capacity without adding agents by deflecting calls, emails and chats to self-service

Maximise agent productivity

• Provide agents easy access to expert-level responses and content
• Follow KCS (Knowledge-Centred Support) methodology and best practices
• Empower agents and employees to author or request content
• Offering contextual promotions

Rate, evaluate and refresh content

• Measure article usage, searches and ROI with standard and custom reports
• Ensure self-service meets customer needs through content gap analysis reporting
• Create relevant, timely content with workflow and configurable article expiration

Key Features:

Content Creation Tools

• Import flexibility
• Configurable workflow engine for article authoring
• Powerful WYSIWYG HTML editor
• Add attachments to articles
• Instant publishing capabilities

Find Information Easily

• Search by keyword, attribute and natural language
• Supports remote searches – choose additional information sources to index
• Intuitive category searches
• Smart Synopsis makes it easy to choose the best article
• ‘Solution Finder’ guides customers through questions
• KCS certified

Complete Portal Framework

• Public portal for unlimited access
• Registration portal to track access
• Secure portal for controlled permission access
• Personalised portal tracks settings and displays appropriate articles on login
• Offline portal to support remote or disconnected users
• Article subscription system

Powerful Reporting

• Determine customer information needs
• Learn which searches do not return articles
• Conduct ROI reporting
• Track most searched articles and least utilised content