DSKTM is DSKnowledge’s flagship Knowledge Management platform that provides contact center agents and end-users with the knowledge they need, when they need it. This information is gathered from a wide variety of sources bringing together all possible information into a central repository allowing for easy retrieval and use of the data. DSKTM can be considered as a modernization enabler of gathering and storing knowledge items, linking and relating objects and performing fast information retrieval. The system also enables the faster resolution of service issues and offers tools for monitoring customer service agents and their performance. Finally, DSKTM provides data analysis tools to help managers improve service and aid in decision making.

Unlike Customer Relationship Management (CRM) software which handles customer specific information, our Knowledge Management (KM) software provides access to the vast amount of generic information of the company (products, services, pricing models, manuals, etc.) and can thus be used to both service customers and promote sales.

As the range of products and services dramatically increase, Contact Center agents are required to be acquainted with ‘an overwhelming’ amount of knowledge, responding as fast as possible to customer concerns and queries on different topics.
Also, in a highly competitive world, the introduction of new services requires the organization to quickly instruct and train staff and keep them updated throughout on changes and competitive advantages. Training personnel to cope with this “information overflow” is expensive and time consuming, often causing delays in product or service launches and resulting in poor level of customer service.

Finally, learning the right lessons from hundreds or thousands of customer inquiries can be a complex task, often resulting in problems not being addressed for long periods of time.

DSKTM addresses these issues and solves these problems by providing the platform that enables organizations to modernize content, data, and information and turn it into valuable knowledge. The system is directed towards the customer service process and is fully integrated with other front-office and back-office legacy systems. As such, it guides the user through the entire resolution process, offering advanced search methods for quick retrieval of information over “best practice” call scripts to visual simulators.

Agent initiated feedback alerts administrators of problems while specialized tools allow for continued monitoring of CSR proficiency levels. Finally, our data analysis tools provide managers a birds eye view of consumer complaints and issues - this helps them in the decision making process resulting in improved services.

With a wide variety of modules and applications, DSKTM can be customized to answer the various needs of our diverse client base. Customer specific requests can also be implemented in tailor made solutions. A partial list of existing modules, features and applications can be found in the following section.