Knowledge Management Software for Accessing Multiple Content Formats

A common need in contact centre operations that focus on providing detailed information and advice is READY ACCESS to the organisations knowledge base. However information being created and stored in many different formats make this challenging.

“Empowering the advisers with the information they need is core to the implementation”

Leverage of existing information was possible through KPS – knowledge management software’s ability to index multiple formats of content such as websites, office and PDF documents held on file shares, in addition to in house SharePoint repositories. This meant that all existing information could easily be leveraged, with minimal set up time.

To learn more about how we helped a public advice contact centre improving access to its knowledge base, download our case study:

Accessing Content without Re-purposing or Reformatting

Longer documents did not require any rework as Universal Knowledge presents the best matching sections or ‘fragments’ of each document at the point of search, again significantly reducing deployment time. Using features of Universal Knowledge content was indexed and organised in ways that allows segments and paragraphs from longer documents to be presented individually.

More than a Search Tool

Not only would Universal Knowledge be able to search a wide variety of information sources, it also proved invaluable in the automatic ‘push’ of important information. The nature of the services delivered means constant evolving information needs to be made available to the advisers, as soon as possible.

Universal Knowledge’s ‘Hot Topics’ and ‘Required Reading’ features means that advisers are notified when new guidance is available. They can select a link to this information directly from their search homepage in addition to finding it by asking the system a question.

Ease of Use

With varying degrees of I.T. proficiency, it was also important that the knowledge tool was simple to use and required minimal training. Users of the system were quickly remarking on how easy it was to use and new advisers who came on board were able to quickly provide the required levels of service.  Feedback from users included:

“I find the KPS solution user friendly and the layout is very clear, not confusing”

“The KPS product is an incredibly useful tool, it helps me provide accurate information quickly which adds confidence to my call handling”

Styling of both the user interface and the content to match the required colours/ logos and presentation styles was also quickly achieved, through the use of style sheets and templates. Presenting the advisers with a simple and familiar interface was key to user adoption. With less than 10 days the project went live.

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Get a quick overview so you can spend your time improving your processes.

You can easily define and set up processes according to your own needs using a convenient layout tool. In addition, since all types of workflow processes can be managed, you get all case management in one single system. 

Analyses, statistics and reports give you an unbeatable overview with real-time status and division of responsibility. Nothing has to fall through the cracks anymore and you always have an accurate and up-to-date base for decision-making.

CANEA Process is a tool that allows you to model and share business processes in an easy-to-use graphical web interface.

Seeing is understanding

Visualisation gives all employees an understanding of the organisation’s processes, activities, responsibilities and information flows.

Living processes

Identifying working methods while making it easy to update is the basis for continuous improvement of processes.

Create a complete picture

Linking together documents, information and tools with clickable process maps create an intuitive and comprehensive management system.

CANEA Workflow is an IT solution that automates, quality-assures and speeds up administrative workflow processes.

You can easily define and set up processes according to your own needs using a convenient layout tool. In addition, since all types of workflow processes can be managed, you get all case management in one single system. 

Analyses, statistics and reports give you an unbeatable overview with real-time status and division of responsibility. Nothing has to fall through the cracks anymore and you always have an accurate and up-to-date base for decision-making.

By creating executable processes in CANEA Workflow, you get both better control of the situation and smoother processing.

Streamlining the work

Ensure compliance and that handovers are done correctly and with the right information.

Correct decision support

You get an unbeatable overview of the processes in real time, with both clear reports and clear diagrams.

Improve processes continuously

Our process support can be constantly adapted to changing needs and requirements. In this way, we give you the best possible conditions for your daily work.

A document management system without complicated folder structures.

CANEA Document combines simple and intuitive search features with powerful features for managing documents from a life cycle perspective.

Maximum availability
Search and find information quickly based on what you need, not where it is stored.

High security
Ensure accuracy, changes and access to all information – with high traceability.

Fulfils requirements
Manage information according to standards, legislation and other requirements for document management.

CANEA Document supports everything from production, publication and modification to archiving and deletion – with full traceability and version management.

CANEA Document provides secure management of all types of documents – in one place. Tagging the information with metadata creates a virtual, multidimensional folder structure. This means that a document appears in multiple locations at the same time, with authorisation-controlled access. The right information in the right place for the right users at the right time!

You can usefully add your company’s process-oriented management system to CANEA Document. All production and distribution of documents is quality-assured and streamlined. In addition, your employees always have access to the most up-to-date version of the documents – directly via intranet, tablets and mobile phones.

Improve the performance of your project activities

CANEA Project is a comprehensive project tool with integrated support for all types of projects and parties– such as management, resource owners, clients, project managers and project participants. CANEA Project gives you an excellent overview of your entire project portfolio, including profitability and status, making it easier to prioritize and make decisions.

CANEA Project shares all important project information with both internal and external members.

Let your project manager focus on management rather than administration and distribution of the information.

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Make reality of the strategy

CANEA Strategy makes it possible for organisations of all sizes to create a unique common thread from the strategic work to the daily operations. We do not just provide performance management tools but rather a completely new generation of IT support for strategy activation. The system guarantees and provides support throughout the chain from strategy to execution. You get no results without action. CANEA Strategy makes it possible in practise! 

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Create a shared understanding of the strategy, the goal to achieve and how.

Gives management an unbeatable overview of what’s happening, how it’s progressing, and why.

Creates a clear common thread from the strategy to project, initiatives and actions.