About K2C Knowledge Database
K2C offers a complete and innovative Knowledge Base service that allows web agents during their chat with a customer to instantly access answers to the customer’s questions, without leaving the Omni-Channel console or the chat or call – and all at the click of a mouse! The agent then chooses the best answer from those offered and pushes it to the customer.
The K2C Knowledge solution is designed to act as a central knowledge hub supporting all customer channels. It can also, via its application programming interface (API), be deep linked into customer web-pages and other applications; meaning that the user, whether customer or Agent, never has to leave their preferred web-page or other system in order to benefit from the support of the knowledge platform.
K2C indexes its content contextually so that a user search is able to find contextual matching providing excellent user experience and low administrative maintenance. It also learns from usage, presenting trending themes in line with user searches and the channel. This combination of contextual knowledge, and consistency across channels and applications, forms the basis of excellent customer service and operational efficiency.
With Knowledge Base you can enable your agents to provide customers with accurate answers, faster.