VOLARO Knowledge Management Platform

The VOLARO Knowledge Management platform addresses these issues and solves these problems by providing the platform that enables organizations to “produce knowledge” from data and information.

The system is directed towards the customer service process and is fully integrated with other front-office and back-office legacy systems. As such, it guides the user through the entire resolution process, offering advanced search methods for quick retrieval of information over “best practice” call scripts to visual simulators.

Agent initiated feedback alerts administrators of problems while specialized tools allow for continued monitoring of CSR proficiency levels. Our data analysis tools provide managers a birds eye view of consumer complaints and issues - this helps them in the decision making process resulting in improved services. With a wide variety of modules and applications, can be customized to answer the various needs of our diverse client base. Customer specific requests can also be implemented in tailor made solutions.

SOLUTION INTEGRATION

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TECHNOLOGICAL FEATURES

Adaptive Navigation, a learning system
The knowledge engine is an evolving, “learning system” that continually gathers and analyzes live usage data to improve the system and optimize link creation between objects dynamically. This reduces and minimizes the user learning curve, increases fault tolerance, enhances the precision rate in information retrieval and minimizes the number of actions required for information retrieval tasks.

Proprietary Search Algorithms
Our award winning search algorithms allows for quick retrieval of the exact information being sought. Rather than offering thousands of answers to each query (as often the case with web based search engines), our system finds the correct answer and offers links with the relevant information.

This will allow the CSR to find what he needs in an instant, with high degrees of accuracy and relevance, without having to plough through tens or hundreds of links.

Dynamic Link creation
This feature enables the creation of powerful multi directional links between knowledge items. The power of this exclusive feature allows the creation of “dynamic links” between objects; an example of this is the ability to generate different answers based on FROM what item TO what item the Administrator decides to create a link request query.

Multi-channel communication
With the increased use of alternative customer service channels, the Knowledge Management central server system was created with an open architecture allowing the seamless integration with various communication channels such as phone, email, fax, web self help, SMS, etc.

The importance of alternative channels is illustrated by the 80% cost saving of IVR compared to live agent service. Some contact centers have achieved a 25% level of non-live agent customer resolution, with immense savings in operational overheads as a result.

Data Analysis
Managers will finally have a complete view of customers’ main concerns. Data analysis and summaries, pooled from all the customer inquiries, will enable managers to improve their decision making and tweak future products.

Feedback & Identification of service issues
Knowledge Management enables collaboration between users and knowledge administrators. In this way, inaccuracies in the data as well as consumer complaints can be relayed efficiently to administrators.

Management will benefit from early warning and problem detection as it allows them to spot technical and other problems faster via the feedback and complaint button.
The information can be relayed swiftly to administrators with messages sent bases on pre-defined parameters such as degree of dissatisfaction, number of complaints within a given period, complaint topic etc.

The feedback mechanism capabilities include:
* Sending context-specific feedback - users can send feedback from within the context of a specific topic or knowledge item
* Sending general purpose feedbacks and notes
* Management facilities for handling incoming feedback queues
* Queue management engine enables to escalate an issue to different administrators
* All history is recorded and can later be retrieved when handling new remarks
* Points and reward system

Visual Simulation Technology & Scenario’s
The visual simulator can be used for demonstrations on how to operate various physical devices while scenarios helps completing complex software issues. Examples are the programming of cellular handsets, cable set top-boxes, and installations of computer programs.

The interface provides a step-by-step visual reconstruction of the device or task. The buttons to be pressed at each stage can be highlighted and the response is simulated on-screen. Customer Service Representatives (CSRs) can thus assist the customer, with no need for the actual product / program in front of them. In the same manner customer can use web self-help to “operate” the device themselves, without needing to consult the CSR.

Additional features and applications VOLARO Knowledge Management Platform offers a host of other features to aid in the implementation of effective knowledge management solutions.

They include but are not limited to:
* Live updates to brief users on developing news
* Daily briefings for various shifts
* Testing to reveal CSR proficiency level
* Seamless Integration into existing systems and CRM software
* Self service option for customers via the web
* Security layers for creating various user access levels
* Effortless creation of scripts and scenarios
* Competitor comparison models
* Customizable Look & Feel
* Open technology - full access via XML APIs
* Full multi-lingual support (UI + content)

Also the solution have built-in application firewall:

*Powerful protection:
    -Web App Attacks - Pattern recognition
    -Session Attacks - Session protection   
    -Known Sources - Signatures knowledgebase    
*Rule based security
    -Low false positives
    -Pre configured, No learning curve
* Live update from best practices knowledgebase
    -Flexible adaptation to emerging threats

Interface Generated Platform

The User Interface (UI) is composed of three different layers: LAYOUT, COMPONENT and SKIN.
Each deals with a different UI dimension in order to tailor a custom interface for every ROLE, both in terms of functionality and look & feel.