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SMART KNOWLEDGE BASE
Ready to turn organizational knowledge into better service?
A single source of truth shared across every team
SMART KNOWLEDGE BASE
- ?Turn Scattered Knowledge
Create, normalize, govern, and promote trusted content for customers and employees—inside Eccentex or through your existing contact center, CRM, portal, and service desk.
- ?Promote Self-Service
Make accurate answers easy to find so customers can solve more problems independently and reduce avoidable calls or tickets.
- ?Empower Employees
Combine business rules, AI insights, analytics, and human judgment to recommend next actions and deliver consistent, compliant outcomes.
- TYPICAL KNOWLEDGE SCENARIOS
- Customer self-service portals
- Agent-assist knowledge
- Employee onboarding
- Product and service support
- Policy and procedure guidance
- Regulated service content
- Multilingual knowledge delivery
- Multi-brand knowledge spaces
- Knowledge migration and consolidation
- and more...
- WHO BENEFITS
- Customers and citizens
- Contact center agents
- Service desk teams
- Knowledge authors
- Subject-matter experts
- New employees
- Supervisors and quality teams
- Content governance teams
- Global service organizations
- and many others…
- CONNECTS WITH
- Customer portals
- Leading CCaaS platforms
- CRM and service desks
- Chatbots and virtual agents
- Case management and workflow
- Email and messaging
- Document repositories
- Microsoft Word authoring
- Open APIs and enterprise systems
- and legacy partner ecosystems too...
- BUSINESS IMPACT
- Higher self-service success
- Shorter call-handling time
- Faster employee onboarding
- More consistent answers
- Lower support cost
- Higher agent productivity
- Improved first-contact resolution
- Stronger content governance
- Greater customer confidence
- with real-time knowledge insight…
Ready to turn knowledge into better service?
Why Smart Knowledge Base
One trusted knowledge source
for every service moment.
Help customers help themselves, equip agents with the right answer during every conversation, and give employees one governed place to learn, contribute, and collaborate.
Promotes Self-Service
Make useful answers easy to find so customers solve more issues independently and reduce avoidable demand.
Shortens Call Handling
Surface relevant, context-aware knowledge directly inside contact center and service applications.
Speeds Up Onboarding
Give new employees one reliable place to find the knowledge, guidance, and procedures they need.
Collaborative Knowledge Creation
Let teams capture, create, curate, review, update, and share knowledge individually or in knowledge groups.
Governance by Design
Protect accuracy with approvals, permissions, lifecycle rules, archival policies, feedback, and usage insight.
Your best answer should never be hard to find.
CORE SMART KNOWLEDGE BASE CAPABILITIES
Rich Content Authoring
Create articles with text, images, documents, video, custom HTML, CSS, rule-driven content, and Microsoft Word.
Deep Context-Aware Search
Search complete article content in real time and recommend answers using customer, case, ticket, and conversation context.
Spaces, Brands & Languages
Manage knowledge for multiple products, departments, audiences, roles, brands, and languages from one environment.
Lifecycle, Quality & Governance
Use approvals, access controls, feedback, analytics, archival policies, and ownership to keep content accurate.
Integration & Screen Pops
Embed knowledge across portals, CRM, CCaaS, service desks, chat, email, bots, and agent desktops through open APIs.
Complete capability set
Everything teams need to create, govern, find, and deliver trusted knowledge.
Unify rich authoring, deep search, collaboration, contextual recommendations, lifecycle governance, analytics, and enterprise integration in one intelligent knowledge environment.
Publish Rich Content
Create easily consumed articles with video, documents, images, custom HTML, CSS, and rule-driven content.
Search in Real Time
Deep-search complete article content and return context-aware results—not just matching titles.
Integrate Everywhere
Embed trusted knowledge in customer portals, agent desktops, CRM, ticketing, chat, and email.
Manage Multiple Spaces
Centrally manage and brand knowledge for different products, departments, audiences, and roles.
Build Confidence with Feedback
Let readers rate articles and provide feedback so teams can continuously improve usefulness.
Improve with Knowledge Insights
Identify important information, usage patterns, knowledge gaps, and emerging service trends.
Control the Article Lifecycle
Use approvals, permissions, archival policies, and access controls to protect quality and accuracy.
Create with Microsoft Word
Support contributors who prefer a familiar desktop writing experience while maintaining governance.
Suggest Useful Articles
Recommend answers from customer transactions, open tickets, conversation context, and other signals.
Screen-Pop to Agents
Preload customer context and the most relevant articles directly inside the agent workspace.
BUILT FOR ENTERPRISE KNOWLEDGE
One trusted source for every audience and channel
Ready to make the best available answer easy to find?
Smart Knowledge Base in Action
Deliver the right knowledge to every audience
Create one connected knowledge ecosystem for self-service, assisted service, employee enablement, and enterprise governance.
Customer Self-Service Knowledge
Help customers and citizens find clear, useful answers across portals, FAQs, chatbots, and digital service journeys without searching multiple content locations.
- IMMEDIATE BUSINESS BENEFITS
- Deliver consistent content across every self-service touchpoint.
- ?Reduce avoidable calls and tickets
- >Improve digital containment
- >Increase customer confidence
Agent Guidance & Contextual Answers
Suggest relevant knowledge inside the agent desktop using the customer journey, recent transactions, open tickets, conversation keywords, and service context.
- IMMEDIATE BUSINESS BENEFITS
- Help agents keep conversations short, accurate, and compliant.
- ?Improve first-contact resolution
- >Reduce search time and call handling
- >Give agents confidence in every answer
Collaborative Knowledge Creation
Migrate legacy knowledge, normalize multiple sources, and let authors and subject-matter experts create, curate, review, and improve content together.
- IMMEDIATE BUSINESS BENEFITS
- Extend and update knowledge individually or through governed knowledge groups.
- ?Speed authoring and review
- >Capture employee expertise
- >Keep content current and trustworthy
Enterprise Knowledge Governance
Scale trusted knowledge across high-volume environments, languages, brands, departments, roles, and external systems while retaining control of the article lifecycle.
- IMMEDIATE BUSINESS BENEFITS
- Use analytics, feedback, APIs, permissions, and lifecycle policy to improve continuously.
- ?Identify gaps and emerging trends
- >Protect accuracy and access
- >Deliver knowledge everywhere
Where trusted knowledge meets intelligent service