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Knexa has released SuiteResponse Advisor 2.1, a J2EE knowledge portal solution designed for the knowledge and information needs of customer- or citizen-service activity whether in a contact center setting or in a decentralized customer service organization.

The company reports Advisor enhances customer service and organizational response time by providing a single, central source of information from which emergency procedures, standard procedures, frequently asked questions, staff directories and other corporate data can be quickly and easily accessed.

The initial implementations of Advisor 2.1 will target the Knexa’s existing local and county government and utility customers, the first of which are expected to go into production in the coming weeks in North America and France.

Knexa explains Advisor 2.1 captures a city’s essential knowledge in one convenient location, in which it is organized and managed in user-defined terminology to improve the consistency and accuracy of organizational response to issues. Knowledge use is tracked to help organizations quantify the origin and type of questions asked by citizens or customers. Information captured and stored in Advisor can take any form--paper documents, URLs, Word files, Excel files, text, images and scanned documents. All content is searchable by keyword, category, fuzzy search and free text. Knexa adds that categories can be automatically created using metatags associated with Web pages, immediately creating knowledge taxonomies.