Brain power

TheBrain Technologies has launched BrainEKP for Customer Care, a new application of the company’s Enterprise Knowledge Platform. The application is specifically designed for time-critical knowledge delivery essential to problem resolution, says TheBrain.

The company reports that with BrainEKP, customer care agents can surpass performance thresholds by using TheBrain’s unique visual interface that models complex relationships across disparate information sources. Through the interface, everything related to a customer issue can be linked together so users can see all contingencies of a problem with instant access to all relevant information. The interface serves as a visual script for troubleshooting, prompting service agents to ask the right questions and guiding them through complex issues while connecting them to multiple information sources.

TheBrain says businesses that deploy its customer care solution will see significant improvements in:

Increasing first call resolution. The visual interface significantly improves the discovery of information, says the company. Users can get to information from multiple paths and see all related issues at a glance.

Reducing call handling times. Agents no longer spend time opening up and searching through multiple applications. TheBrain believe its personalization and integration features allow agents to organize and structure information to their specific tasks. Further, it says, they can annotate information with private reminders and connections. When additional action is needed to resolve an issue--such as dispatching a technician or escalating to an expert--customizable built-in procedures allow automation of tasks.

Reducing training costs. New staff members do not have to learn how to log into and use more than one system or know which system contains what information. The company says it intuitive user interface guides agents through complex troubleshooting issues and multiple applications.

Improving quality and innovation in response. As agents work within their Brains and personalize them, managers can incorporate the best thinking into the shared knowledgebase. This creates a feedback loop that drives continuous improvements and benefits the entire group, claims TheBrain.

Getting a greater ROI on existing information sources. BrainEKP enables companies to create a single knowledgebase from multiple sources, including proprietary applications, third-party data and Web pages.

Enhancing customer self-service. In conjunction with internal deployment, companies can publish a Brain on their Web site that function as a self-help tool for customers, explains the company. TheBrain's advanced interface displays all related information so customers can easily find all the choices relevant to their needs, enabling organizations to keep support calls to minimum.