Jump to: navigation, search

New in this Release

This is the first release of Genesys Knowledge Server. Here are the latest and greatest features:

  • Indexing and Federated Search
    • Index knowledge from a variety of data sources and expose them via a single search interface
    • Search for knowledge using simple natural language–like sentences
    • Search content quickly with an auto-complete feature that provides suggestions as you type your search phrase
    • Collects user feedback in order to promote or demote a given knowledge article's relevance for future searches
    • Supports keyword search for multiple languages
    • Index structure optimized for international content
  • Agent Empowerment
    • Exposes knowledge seamlessly via a plugin to Workspace Desktop Edition, the app where agents spend most of their time interacting with customers
    • Gives agents customer search history so that they know what the customers have searched, reviewed, and ignored online before they escalated to human-assisted service
    • Allows agents to search knowledge bases for any content that may not have been exposed to public websites and filter the results based on context and metadata to find the right answer quickly
    • Transfer the resulting knowledge to the interaction response with a single click
    • Leverage your agent’s subject matter expertise and allow them to contribute content to the knowledge base—administrators can review the content before publishing it for customer consumption
  • APIs and Integrations
    • Genesys Knowledge Center comes with a rich set of APIs for:
      • Session Management
      • Knowledge Base Operations
      • FAQ Retrieval
      • Feedback Management
      • Reporting
    • Proactively offer Chat or Callback or Call Us (phone number) with the help of Genesys Proactive Engagement, when there is negative feedback or no answer was found
    • Easily customizable widgets that can be exposed to the external website and intranet sites are available out-of-the-box
  • Content Management
    • Configure knowledge base structure, custom tags, visibility, and other properties
    • Create content with or without rich media attachments
    • Predefined approval workflow allows administrators to approve content before publishing
  • Administration, Deployment, and Management
    • Role-based access for Agents, Administrators, Content Managers and Reporting Users
    • Simple and easy-to-use user interfaces for configuration
    • Allows you to store data in an external RDBMS system
    • Data structure is optimized for international content
    • Allows you to export knowledge bases into the default language configured for Knowledge Center Server
    • Allows you to configure additional languages for a knowledge base
    • A separate metadata file which allows access to the Administrator plugin
    • Installation includes pre-integrated Pulse dashboards
    • This component must be used with the 8.5.000.20 versions of the other components of Genesys Knowledge Center
  • Supported Platforms
    • Knowledge Center Server and Knowledge Center CMS support the following operating systems:
      • Linux 6 64-bit
      • Linux 7 64-bit
      • Windows Server 2008 x64 (64-bit)
      • Windows Server 2012 x64 (64-bit)
    • The Knowledge Center plugin for Genesys Administrator supports the following operating systems:
      • Linux 5 64-bit
      • Linux 6 64-bit
      • Windows Server 2008 x64 (64-bit)
      • Windows Server 2012 x64 (64-bit)
    • The Knowledge Center plugin for Pulse supports the following operating systems:
      • Linux 5 64-bit
      • Linux 6 64-bit
      • Windows Server 2008 64-bit
      • Windows Server 2008 x64 (64-bit)
      • Windows Server 2012 x64 (64-bit)
    • The Knowledge Center plugin for Workspace Desktop Edition supports the following operating systems:
      • Windows Vista x86 (32-bit)
      • Windows 7 x86 (32-bit)
      • Windows 8 x86 (32-bit)
      • Windows Server 2008 x86 (32-bit)
      • Windows Server 2012 x86 (32-bit)
      • Windows Vista x64 (64-bit)
      • Windows 7 x64 (64-bit)
      • Windows 8 x64 (64-bit)
      • Windows Server 2008 x64 (64-bit)
      • Windows Server 2012 x64 (64-bit)
    • Java 7
    • Supported Browsers
      • Firefox
      • Chrome
      • Internet Explorer
      • Safari
This page was last modified on May 19, 2015, at 02:24.

Feedback

Comment on this article:

blog comments powered by Disqus