storm® CKS® KNOWLEDGE MANAGEMENT™
Knowledge Management
Empower your agents and unify your knowledge base for improved CX.
Knowledge Management and Democratization
storm® CKS® KNOWLEDGE MANAGEMENT™ is an information creation and management tool that increases First Contact Resolution rates and reduces Average Handling Time.
Empower Your Workforce
When your customers get in contact, they’re looking for answers. Your agents have to provide them. If those answers are slow, inconsistent, or unhelpful, your CX will suffer.
storm® CKS®: KNOWLEDGE MANAGEMENT brings your knowledge to a single, feature-rich platform, so customers get the answers they need when they need them.
Centralize Knowledge
Bring all your organization’s knowledge into a single platform. Articles are grouped into knowledge bases, controlled by variables.
The creator of a knowledge base can add articles and decision trees for easy navigation. When changes are made, automatic notifications keep other authors up-to-date, to ensure consistency.
Intelligent Knowledge Trees
Guide your customers to the answers they need. Decision trees guide customers and agents through your knowledge bases, toward a resolution.
Effective knowledge management reduces agent training costs and allows customers to self-serve. Cut down on time spent searching for answers.
AI Summarization
Generative AI-powered screen pop-ups present curated knowledge articles and decision trees to the agent in storm DTA – the agent interface.
These screen-pops summarize articles, providing relevant information to the agent quickly, during a customer interaction.
Internal & External Interfaces
Tailor your knowledge to the needs of the customer. Control the articles available to customers and agents, to keep sensitive information secure.
Through publications, you can easily control the articles available to different target audiences.
