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MindTouch Knowledge Management Platform Achieves KCS v6 Verification


MindTouch, a provider of cloud-based, AI-powered knowledge management solutions, has achieved Knowledge-Centered Service (KCS) v6 verification for its knowledge management platform.

The MindTouch platform is one of only four solutions to have achieved verification that it supports all eight practices of KCS. 

KCS is a methodology for integrating the use, validation, improvement and creation of knowledge into customer service and support processes. Unlike traditional KM engineering approaches based on knowledge from a few for the use of many, the KCS methodology is based on a many-to-many model. This inherently demand-driven, self-correcting approach results in faster, more effective use of knowledge-based systems.

“While knowledge management solutions are seeing a resurgence given their critical role in providing a modern self-service experience, many companies still struggle to realize their value,” said Kathryn Randazzo, product marketing manager for MindTouch. “We wanted to address this by not only giving customers an intelligent, AI-driven knowledge management platform, but one embedded with best practices that ensure successful outcomes. Our KCS verification achieves this and we’re excited to now offer customers a knowledge management solution that delivers even greater value with increased efficiencies.”

“By completing the rigorous process of KCS v6 verification, MindTouch is positioned to help its customers create a powerful knowledge-centered culture,” said Melissa George, president and CEO of the KCS Academy. “This kind of culture is not only essential to providing a superior customer experience, but it can also dramatically decrease operating costs while improving employee satisfaction.”

MindTouch received its verification from the KCS Academy. The KCS Academy, in partnership with members of the Consortium for Service Innovation, has developed a list of minimum functional criteria and a set of scenarios through which vendors must demonstrate their products’ ability to support the latest version of KCS practices. The verification program is open to all vendors that supply knowledge management functionality.

To learn more about MindTouch KCS capabilities, visit https://mndt.ch/MindTouchKCS.


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