Advanced Knowledge Management


Whether it’s one area of focus or everything that you need,
POB by Wendia has the right solution for your needs.

Knowledge Management is an essential tool for any business serious about implementing a pro-active service desk with a focus on point of contact fix. Up to 90% of questions and problems posed to the Service Desk actually have documented resolutions available, it’s just that users don’t have access to them or know where to find them.

The Advanced Knowledge Management solution provides natural language selection, automated call raising and a self-learning engine. Integrated into both Wendia’s Service Management tool suite Point of Business and POB Self-Service the KPS solution combines intelligent search, expert escalations, content management features and knowledge gap identification, which will help deliver efficiency savings and improved customer service within your Service Desk.

Advanced Knowledge Management is currently only available from Wendia UK.

For more information please contact the local Wendia UK office:

e-Mail: Wendia_UK@wendia.com,
T + 44 (0) 1454 281265

Key Features

• Improved First Contact Resolution (FCR) rates:
Empower service desk agents with a knowledgebase that has the most up to date and accurate versions of your information reducing escalations to second-line support

• Reduced Average Handling Times (AHT):
Using a variety of advanced searches and content filters the time spent searching for information is reduced by up to 50%

• Improved agent competency and efficiency:
With an interactive and modern UI accessing accurate knowledge has never been more simple

• Improved productivity and innovation:
15-35% of an agent’s time is spent searching for information with success rates of 1 in 2. Universal Knowledge eliminates lengthy search times and places knowledge in the hands of the agent whilst also deflecting up to 50% of inbound tickets

• Reduced operational costs:
KPS service desk knowledge management solutions can help to reduce annual support expenditure by up to 20%

• Capture and share tacit knowledge:
Up to 80% of knowledge is tacit knowledge, recording and sharing this invaluable asset only enhances the calibre of your service desk operations