Moving KM forward

Instranet has released Version 5.5 of Contact Centers In-Line (CCIL), its service resolution and knowledge management application.

The company emphasizes the following new and enhanced capabilities in CCIL 5.5:

Customer service

• Web self-service users can view profile-based, personalized information based on the activity of other customers.
• Decision trees and step-by-step procedures guide users through the resolution process by way of dynamic questions.
• An up-sell/cross-sell dashboard provides call center agents with products, offers and promotions that match a caller's profile.
• Troubleshooting waypoints allow agents to pause within a navigational state and return where they left off.

Publishing and reporting

• Knowledge Intelligence Services, a new real-time service analytics engine, offers real-time personalized analytics and more than 40 out-of-the-box reports.
• Channel-based content indicators provide usage reports drillable by days, weeks and months.
• A content dashboard enables publishers to find content that is either poorly used or ranked.
• Trainers can have multiple choice quizzes automatically graded.
• Analytics can be transmitted to CRM and data warehousing applications.