Agilisys ‘knows’ about customer service

Agilisys is delighted to announce its partnership with Knowledge Powered Solutions (KPS), an independent software vendor specializing in automated information management solutions. The additional functionality builds on the work Agilisys already does to help improve productivity and reduce operational costs within public sector contact centres, outsourcing and web self-service environments to help meet the challenge of reduced budgets and increased demand from citizens.

The software simplifies access to information and delivers knowledge on demand directly to customer service advisors and customers across all customer touch points. Users benefit from the self-learning platform, which understands ‘natural’, everyday language and can automatically respond to a customer query accordingly.

Agilisys currently works with more than 50 councils across the UK, and has been helping transform public services for millions of citizens across the UK for over 15 years. The company manages over 12 million customer interactions every year through digital, voice and face-to-face channels.

This partnership enhances the knowledge management offering of the Agilisys customer experience solutions, which are tailored to meet the needs of the public sector, helping deliver better customer experiences by giving staff access to the right information, at the right time, from any location and through any channel.

Ashley Bryant, Director of Customer Service at Agilisys, said: “We are thrilled to be working with KPS to effectively revolutionise services and deliver enhanced customer engagement. We are committed to finding the best solutions to help public sector organisations offer improved customer service in ways that could not have even been imagined even a couple of years ago. Thanks to the development of innovative digital platforms such as KPS, this is now possible.

Our partnership with KPS enhances our existing service solutions portfolio and builds on our future focused and agile approach to managing customer service in the public sector.”

Roger Haddon, Managing Director of KPS, stated, “We are delighted to be associated with Agilisys and look forward to working closely with them towards helping their customers achieve even higher standards of customer service. The addition of the KPS Knowledge Management component will further help Agilisys’ customers differentiate themselves by improving the quality and timeliness of customer service responses and delivering enhanced experiences and relationships.”