I’ve often said that context is important. If you’ve read the articles I’ve written, you wouldn’t know that, but if you know me personally, you’d know it to be true, and this just proves that point. KANA also knows the importance of context, particularly in relation to data management, and its new SEM KM is made with just that in mind.
While most knowledge management engines focus on the query itself, SEM KM pays an equal amount of attention to the nature of the query and the customer. Using CRM, CTI (News - Alert), IVR, analytics, or the customer’s own statements, it gains context for the search and helps agents provide the best resolution as quickly as possible.
Included in KANA’s SEM KM are synopsis generation, phrase recognition, relevance ranking, and matching term highlighting. With these, users can sort through context-based filters and searches, finding the important information as soon as it’s needed. Using Web 2.0 technologies, it creates multiple workflows with configurable authoring screens. These workflows can also be integrated with an external CMS system, letting you access the content you need from outside systems.
In order to ensure that one’s current applications and data sources are still put to good use, there are multiple methods of integrating SEM KM with most existing ones. It will sort through the appropriate data to find any and all appropriate information, and guide the users to complete their assignments successfully.
In an ever-growing world of data, being able to sort through and find the right knowledge and information quickly is essential. With its context-driven search, it looks like KANA’s SEM KM can provide just that, helping agents and customers get what they need, when they need it.
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