Tesseract have embedded Knowledge Powered Solutions (KPS) into it's web browser based Service Management Software. This unique component streamlines the call handling procedure by instantly accessing relevant information previously logged.
Providing software solutions
for over 25 years.
Browser based software.
Where ever you are, if you can connect to the internet you can connect to Service Centre.
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Knowledge Powered Solutions (KPS) Integration.
KPS is Embedded.
We have embedded the KPS component into our software to provide an even more powerful solution that streamlines the call handling procedure by instantly accessing relevant information previously logged.
Time is money!
• Reduced call escalations from first line to second line.
• Improved rate of first contact call resolutions.
• Reduced call durations.
• Reduced number of calls.
Perform the following functions instantly.
Product/fault associations
This will look at the type of fault and the product the fault is recorded against and instantaneously recommend a solution based on similar previous scenarios.
Percent relevance
Once the above association has been established the KPS component will provide a list of potential fixes in most common order based on historical call data.
Documentation aid/type
With the product/fault association ascertained the KPS component can then also point to the relevant documentation even in the correct format.
Documentation intelligence
The KPS component won't just locate a document but it will intelligently search the document to find the relevant data for the fault/product association..
"It was the system's sub-contractor/vendor contract functionality that was most appealing, this addresses a large part of our business, which no other software application did nearly as well as Service Center."
Roger Viani - TDI Inova
