Cincom Knowledge Master® for Call Centers
Extending Your Existing Information Systems
Cincom Knowledge Master® (CKM) is a technology platform for the delivery of business domain knowledge in conjunction with your current call center. Unlike other approaches that replace your existing systems, CKM allows you to extend your existing call center application with easy-to-use software services that help you perform the following functions:
Perform a Pre-Determined Action When a Particular Event Occurs
Cincom Event Master enables you to intercept user interactions with the existing call center application. Cincom Event Master then coordinates related functions that are beyond the scope of underlying applications. These include, but are not limited to, other CKM components, Microsoft office applications, e-mail, etc. Unlike other approaches, Cincom Event Master adds to the user interface and process work flow of the call center applications rather than trying to displace the existing application.
Test Pre-Defined Values and Returns Specific Results
Cincom Format Master contains many different functions that can manipulate or test values entered into the application and return results. For example, one client required their customer numbers to always be nine digits, although there were no checks in the application. Cincom Format Master addresses this and a variety of other value formatting and testing issues.
Ensure Certain Character Strings are Returned as a Pre-Determined String
Cincom Keyword Master receives a text string and returns another string that has been defined as a synonym for the original. One major function of this component is to automatically replace abbreviations with spelled-out text.
Write and Maintain Interactive Question/Answer Scripts and Guides
Cincom Question Master enables business personnel to build the interactive script guides. Unlike other scripting solutions, CQM allows the business expert, marketing manager, or call center manager to write the scripts and deploy them immediately, rather than depend on expensive programmers who are already overworked.
For more information on Cincom’s solution currently using the Cincom Knowledge Master technology platform, visit Cincom MiGuide™.
