iAgent being an integeral part of the iSuite, has under it different modules, namely :

• Ticketing Module
• Knowledge Base Module
• Banking Module
• Workflow Module
• Outbound Module
• Verification Module

What is iAgent Knowledge Base Module ?

The iAgent Knowledgebase Module puts key information at the fingertips of the agents. The result: agents help customers more quickly, which drives down the Average Call Handle Time and decreases overhead while increasing customer satisfaction levels. Using the powerful search engine to find the information they need from your well-organized and categorized knowledgebase repository, Agents are empowered to succeed. And, because it is integrated within the iAgent system, there is no need to launch a new application, which makes it even quicker to service each customer.

Experience the Difference

The iAgent Knowledgebase Module improves the knowledge of your support center, empowering them to answer customer questions as they arise. Articles, web links, and reference documents are stored in Knowledgebase repository. Categories and sub categories organize saved documents and simplify the way agents search for information. Additionally members of the admin team can add as many categories and sub categories as needed and can reorganize on the fly.

Articles can be edited within KB admin section and those changes are reflected immediately. Additionally, a complete history of each article is saved, which means that users can see who created the article, a history of modification dates and the names of personnel who modified the documents. Thanks to the powerful Knowledgebase search, agents can search an article by modification date, creation date, category, sub-category, users associated with it, etc.

Under the Hood

When a customer contacts the call center they want their questions answered quickly and correctly. Regardless of whether their query is simple or complex, it is essential that agents have ready access to Knowledgebase information. If information is not readily available, the Average Call Handled Time increases, which increase costs associated with the contact center and contributes to customer frustration.

The IAgent Knowledgebase Module overcomes those challenges by offering the following features:

• Articles can be classified by category and sub-categories without limit
• Comprehensive search capabilities that allow you to query by document name, document type, category, sub-category, date, etc
• Then we have Transactions tab, from here agent can see, last X transactions. Agent needs to select the account number and its transactions gets popped up on the screen.
• Article linking which enables you to attach multiple supporting documents to each article uploaded
• An editor that facilitates the creation of documents to be published in the repository immediately
• Support for PDF, Excel, Word, HTML, CSV, RTF, etc. formats.
• Simple migration of an existing Knowledgebase to the iAgent Knowledgebase Module
• Full integration with iAgent and CTI functionality