 | IBM® Contact Centers Module for OmniFind™ Discovery Edition The Contact Center Module increases online resolution rates, improves customer satisfaction, and enhances agent productivity by delivering contextually relevant information located across an organization to efficiently resolve support inquiries without escalation based on a rich understanding of customers' and agents' search requests, support emails, and case comments. - OmniFind Discovery for Contact Centers enables information to be personalized based on role (customer vs. support rep) and profile (products owned).
- Support teams can use intuitive tools to continually enhance their self-service and contact center experience without reliance on IT.
- Embedded analytics guide tuning workflows that include extending the vocabulary of the system, tweaking relevance, crafting targeted promotions to monetize support interactions, and modifying the page layout.
- Packaged connectors extend existing CRM and case management applications, such as Siebel, by providing personalized access to content at a sub-document level based on an understanding of application and user context, and seamlessly embed these capabilities within the application UI and workflow.
- Native access to dozens of enterprise content repositories provides broad content reach (as opposed to a proprietary KB).
- Managed Escalation capabilities proactively guides users to seek expert guidance if they are experiencing challenges and seamlessly passes context from self-service to assisted service channels.
Customer Quotes "As Cerner's client base continues to grow, it is critical we evaluate technologies that allow our organization to be efficient and streamlined. IBM WebSphere OmniFind Discovery for Contact Centers [now called Contact Center Module for OmniFind Discovery Edition] was a clear choice for Cerner because of its ease and accuracy. It has allowed the company to refocus on creating solutions our associates and clients can find continuously. This permits greater resources for resolving our clients' issues faster, while maintaining current associate count. Today, the engine is used more than 2,000 times each day by our service associates, finding information in a fraction of the time. Cerner is so impressed with the solution that we have decided to use the technology across the entire enterprise and to extend it to our clients as part of our eService portal strategy."
- Mike Pomerance, Operations Executive, Client Care Center, Cerner Corporation |
