Knowledge Quest

Real time knowledge health, coding, creation and management.

Real time knowledge health, coding, creation and management. For accurate, branded and structured knowledge for your customers, digital/AI and people workforce.

Product overview

Knowledge Quest connects to your real time services data, powered by AI and organisational contextual tool that help you manage knowledge by:

Real Time Analysis – connectors linking organisations real time customer service interactions to analyses knowledge accuracy and satisfaction levels.
Coding your interactions to knowledge
Health of your knowledge and service coding
Configurable with AI assistance to be tailored to your company’s brand, knowledge article structure, policies and company objectives.
Knowledge Creation with AI powered knowledge article creation
Knowledge Management with a dashboard and task lists for knowledge managers to effectively and rapidly create, update, approve and publish knowledge.
Stores Data of knowledge by service interaction for your usage

Product benefits

The differentiators of Knowledge Quest are critical to the contact centre to act on customer and team needs in a timely way.

Real Time Data

A lean technology that is able to rapidly collect, transform, store in a database and present data in near real-time (1-3 seconds).

Centralised Data

Connect to over 130 connectors including specialised connectors for Genesys, Avaya, AWS and more.

Centralise the data to a single database that can be accessed by the company BI tools.

Transformation of data to a data dictionary and industry standards allows you to ensure your data is accurate and consistent between systems.

Standard templated dashboards are provided out of the box. Dashboards are easy to use, drill in and out of and change for the business.

Actionable Insights

Able to integrate with the latest call centre solutions such as Robotic Process Automation, AI & Predictive Analytics as well as consulting dashboards to trigger real-time insights, next best action and to take that action.

Quick Start

Project management, technical and change services starter pack to install, configure and train the solution.

Professional Services

Professional services to tailor the solution such as customised dashboards or specific configuration needs.

Development

Local developers ready to build new connectors or specialist product solutions.

Support

CXIaaS users have access to our knowledge base and local support team to manage any software faults.

CXIaaS supports a wide variety of core UC platforms as well as additional data sources to provide a single view of your data. This allows a centralised view of multiple phone, corporate and service systems important for migrations and management.

Genesys Cloud

CXiaaS custom-built Genesys Cloud integration application provides powerful and informative analytics from your Genesys Cloud Deployment.

Avaya Aura

CXiaaS custom-built Avaya integrates with Avaya Aura and provides extensive analytical insights beyond the standard CMS or report suite.

Amazon Connect

CXiaaS custom-built Amazon application collects and transforms data from Amazon Connect providing superior presentation and insights.

Nice CX One

CXiaaS custom-built Nice CX One integration application provides powerful and informative analytics from your Deployment.

UIPath

CXiaaS custom-built UIPath integration helps to provide a consolidated view of your automation bots and staff with all the servcies in a single database & dashboard.

Microsoft Power Automate

CXiaaS custom-built Microsoft Power Automation integration helps to provide a consolidated view of your automation bots and staff with all the servcies in a single database & dashboard.

130+ data connectors out of the box

Cloud-based deployment allows rapid deployment and freedom from the management of your own data centre infrastructure. Hosted securely in AWS Australia, UCA maintains your data in a secured database infrastructure that is connected to CXI as a Service.

As a Service

Cloud-based deployment allows rapid deployment and freedom from the management of your own data centre infrastructure. Hosted securely in AWS Australia, it maintains your data in our penetration tested secured database infrastructure that is connected to CXI as a Service reporting tool.

Data available to your BI tools

All data is made available to your business intelligence tools such as Tableau, Splunk, Microsoft BI and many more. Allowing you to create rich historical data reports rapidly.

Drill down

Drill down data in a widget to see granular details through hierarchical nested column grouping

Sorting

Enhanced sorting of data across values / widgets as needed

Measures

Calculated measures allow dynamic data insights driven from expression formulas

Filter data

Filter data in a widget at runtime based on a selection in the master widget. Also, perform hierarchical filtering through filter relationships between multiple master widgets

Drill through

Explore the raw data behind a calculated metric value showcased in a widget to understand the value’s pattern behind the scenes

Custom tooltips

Define metrics / text to display in tooltips at runtime on any visualisation widgets

Responsive layouts

The UI is responsive that adapts to any standard screen size and orientation when seen on desktops, mobile devices, and tablets

Easy user management

Users can be easily organised into groups which helps to accurately map the structure of small and large organisations

Clients

A selection of our clients who enjoy
the real time insights we provide to
deliver world leading services.

Case Studies

Tabcorp CXIaaS – Centralised Reporting

Ventia CXIaaS – Centralised Live Reporting

Security & Certifications

We are ISO 9001 and 27001 compliant with Escential 8 Level 2 maturity. We conduct external annual audits so you can be assured of the highest standards and security from our solutions.