e-Knowledge Enhanced

e-Knowledge allows users to gain an accurate and precise knowledge on demand. e-Knowledge, an information management solution, will improve Service Management delivery to end users by providing quick and truthful access to a variety of information held within the organisation. e-Knowledge enables employees, particularly those in front line roles such as help desks  improve the first contact call resolution rates, reduce call duration, provide self-service out of office hours, faster deployment of IT architectural changes and a shared dynamic FAQ repository.

Search Component - This enhances a department's or organisation's capability to find documented information quickly and accurately, and use it to make better business decisions and improve customer service.
 
Expertise Location - When further assistance is needed, individuals within an organisation can access relevant expertise to overcome a particular learning difficulty or knowledge gap. As a result, they successfully complete a task, assignment or customer service request in record time.
 
Knowledge Share - Usage of the core components of the solution is significantly enhanced by the unique learning capability of the software. Each interaction between a user and either a knowledge base or an expert produces an update of information within the relevant knowledge base. The intellectual capital of the business is therefore increased and is available for the benefit of all employees and customers, removing the need to ever escalate that query again.
 
Measurement - It is essential that an organisation can measure the benefit of any business critical investment. Through the tools element, usage of the solution can be monitored and tracked through a range of standard and bespoke reporting, helping the business identify knowledge gaps and the cost of intellectual rework.