Knowledge management

Transversal's knowledge management system pools the experience of contact centre agents, subject experts and supervisors to build a knowledgebase of answers to customer enquiries.

Fast information retrieval

Agents search the knowledgebase by typing questions in their own words. Transversal's semantic search delivers fast, accurate information to help resolve customer enquiries as efficiently as possible.

Integration with Web self-service

Publish your knowledgebase simultaneously to customers as part of a Web self-service solution. Transversal's Web self-service answers up to 90% of online enquiries before they can reach your contact centre, freeing agents to handle higher value problems. Knowledgebase content reserved for internal use can be locked and not made public.

Email management

Customer emails are received into a Web-based email management system available to all agents. The system supports email routing, canned responses, file attachments and customer correspondence histories.

Chat

Integrated channels for live contact, including Web chat and callback, allow agents to deal with customers in real time and to walk them through problems such as filling out an online form.

Customer tracking

Agents have a complete history of each customer interaction, including previous attempts to answer an enquiry through email, chat, Web self-service or other channels.

Management controls

Through customizable approval processes, senior agents can check the quality of knowledgebase content before publication and/or check outgoing email before it is sent.

User statistics

Built-in statistics and analytical reports track the productivity of each agent and supervisor.

Web-based interface

Transversal software is Web-based, fully hosted on our servers and requires no installation. Agents can log in while working from home, travelling or dispersed across multiple offices. The interface is built with standards compliant HTML and meets DDA accessibility requirements.