KPS SaaS Knowledge Management Marketplace Offer

Product Overview

Universal Knowledge from KPS provides comprehensive content capture, search, collaboration, and analytics functionality to enable internal employees and customer facing organisations to significantly increase productivity.

Universal Knowledge is deployed within organisations for employee knowledge sharing, within contact centres and IT support desks to increase FCR and AHT and on websites and portals for self-service.

Product Features

The following out of the box features ensure deployments benefit from day one;

• Search takes uses directly to the relevant answer within long documents. These fragments can be pushed to a chatbot ensuring only the relevant response to a question is presented.

• Advanced content creation and moderation processes with configurable workflows for review and approval.

• Support for multiple file formats using drag and drop to upload into the knowledge base.

• Personalisation using configurable layouts to ensure users see the most relevant and meaningful information.

• Insight ensuring knowledge can be managed centrally with minimal administration overhead.

• Collaboration tools such as discussion forums, document feedback and ‘Ask the Expert’ ensure user adoption is high.

• Single access point to company or departmental knowledge as content can be created and managed within Universal Knowledge or content can reside in on-line repositories (such as SharePoint 365) or on fileshares, websites or company intranets.

• Features and content can be easily integrated with other applications, websites, or customer service channels via RESTful APIs.

Benefits

In a Contact Centre, efficient knowledge creation and quick access to the required content when needed can reduce call/issue handling time by 30%, increase first-call resolution by 40%, and cut new employee training time by up to 50%.

For internal Employee Knowledge Sharing, knowledge creation and quick access to the required content when needed can deliver a 25% increase in employee productivity.

Customers

Customers include local government, insurance, healthcare, and telco businesses, such as Stevenage Borough Council and Bajaj Allianz Insurance. One customer recently stated, “KPS provided me with all the necessary skills and training to quickly rollout the new platform. We now take advantage of features such as ‘Ask the Expert’ and ‘Flag for Rework’ to truly manage our knowledge demand and ensure that the knowledge base is kept up to date with the minimum of effort”

Pricing

Pricing is based on a cost per license type using price bands with the cost per license reducing as license numbers increase.

The license types are Named / Dedicated or Concurrent licenses.

SaaS agreements are for 12 months in duration, so no long term 3 or 5 year commitment is required.

Deployment & Implementation Process

The KPS Universal Knowledge product is deployed on Azure, allowing customers to choose the server location that best meets their IT security needs.

KPS work closely with each customer to implement Universal Knowledge with a fast deployment methodology. A skills transfer approach ensures customers are self-sufficient to effectively configure and manage Universal Knowledge from the outset.