The client’s current system included a .Net-based customer relationship management system used by approximately 100 agents plus a self-service portal for use by the client’s customers worldwide. Information available to the agents included more than 500 documents developed by more than 40 authors. Using their current system, agents were challenged to find and retrieve information in a timely and efficient manner. Additionally, the client lacked mechanisms to monitor and evaluate content usage. The client’s overall business and technical challenges included:
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