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 20 years.
Browser based software.
Where ever you are, if you can connect to the internet you can connect to Service Centre.
Just enter your details and we'll contact you with an access code to allow you to view our online demonstration.
Advantages for the
IT Manager...
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..
Firbimatic.
"The switch to using the software on a hosted basis was prompted by the need to provide our regional managers – and certain customers – with remote access."
"Tesseract’s hosting service is efficient and cost-effective, and apart from reducing ‘phone calls from the regional guys, the process today enables our managers to easily and quickly record and monitor service activities in real-time."
Andy Lambert. - Firbimatic.
