Spring ‘19 enhancements help organizations more quickly put knowledge
into the hands of agents and customers for improved self-service and
increased operational efficiencies
SAN DIEGO–(BUSINESS WIRE)–lt;a href=”https://twitter.com/hashtag/cx?src=hash” target=”_blank”gt;#cxlt;/agt;–MindTouch,
a leading provider of enterprise-grade, AI-powered knowledge
management solutions for mid-size to large organizations, has
released its Spring 2019 platform enhancements to speed knowledge
creation and optimization.
These latest enhancements help contact centers and support organizations
deliver better customer self-service while realizing increased
operational efficiencies.
Enhanced capabilities and benefits include the following:
-
Knowledge-Centered
Service (KCS®) v6 verification: Customers can now use the KCS
industry-standard knowledge management best practices methodology from
within the MindTouch platform to more quickly and effectively create
and use knowledge for increased operational efficiencies and improved
self-service. -
Capture
Manager for Salesforce Service Cloud: This integration extends
KCS-supported knowledge creation and optimization capabilities into
the Service Cloud interface, enabling agents to work more efficiently
while giving customers faster, more effective service. -
Support
for OpenID Connect: This latest single sign-on (SSO)
authentication protocol improves on older versions by functioning
across not just web-connected products but mobile and other
applications using granular profile information to provide a more
personalized customer experience.
“The MindTouch platform’s ready-built integrations and KCS verification
made it fast to deploy and easy to use,” said Joel Sandi, 8×8’s customer
engagement manager. “In particular, getting a solution built on
industry-standard knowledge management best practices has been
foundational to our self-service initiative. It’s helped our tech
support engineers create better knowledge faster — knowledge that’s
helped increase the use of self-service and, overall, create a better
customer experience.”
MindTouch created its platform to solve the problem of siloed knowledge
base systems that aren’t scalable, extensible or digitally optimized for
customer self-service.
“We built our platform for customer-centric organizations who need to
deliver an omnichannel experience as part of their digital
transformation efforts,” said Connie Quach, vice president of products
for MindTouch. “Our latest enhancements further help these companies
create consistent, meaningful and effortless customer experiences by
making knowledge even easier to create, use and optimize regardless the
touchpoint or channel.”
To learn more about the MindTouch Spring 2019 enhancements, visit https://mindtouch.com/resources/mindtouch-spring-19-launch.
To learn more about MindTouch solutions, visit https://mindtouch.com/product.
About MindTouch
MindTouch is a leading provider of enterprise-grade, AI-powered knowledge
management solutions for mid-size to large organizations. Its
knowledge management platform includes solutions for customer
self-service, agent
assistance and departmental
knowledge. Focused on the customer experience, MindTouch is trusted
by some of the largest global brands to extend knowledge when it’s
needed, where it’s needed and how it’s needed. The result is faster,
more consistent and more personalized customer service, along with
increased productivity, improved operational efficiencies and reduced
costs. The MindTouch platform was designed for rapid deployment and
integrates easily with CRM systems, contact center solutions,
communities and chatbots. MindTouch has received JMP Securities’ Hot 100
Software Companies Award, G2Crowd’s Best Software for Customer Service
Award, and the TrustRadius Top Rated Customer Experience Management
Platform Award. MindTouch serves more than 340 companies worldwide. It
was founded in 2005 and is headquartered in San Diego, California. Visit MindTouch
on LinkedIn,
Facebook,
YouTube,
Twitter
and the MindTouch
blog.
©2019 MindTouch, Inc. All rights reserved. MindTouch and the
MindTouch logo are trademarks and/or registered trademarks of MindTouch,
Inc. All other company names and logos may be registered trademarks or
trademarks of their respective companies.
Contacts
Christine Holley
Sr. PR Account Executive
MindTouch
[email protected]
804.986.7184
