Knowledge Management is an umbrella term for making more efficient use of the human knowledge that exists within an organization. The major focus of knowledge management is to create knowledgebase by identifying and gathering content from documents, cases, reports and other sources and to be able to search that content for meaningful relationships. Highly leveraged knowledgebase containing accurate and complete documents directly contributes to better support, higher self-service rates, faster call resolution and more accurate answers, which in turn mean lower repeat call rates.

According to Forrester Research, enterprise search has become mission-critical for success of a firm. Gartner cites the suddenly clear value of enterprise search in company IT architectures.

In today's marketplace, with data repositories across the enterprise growing at exponential rates, internal knowledge and relevant information is becoming increasingly difficult to find and retrieve when it is needed. In the information age, business knowledge is accumulating at an accelerated pace. For many employees it is impractical to manually sort and analyze all of the data in order to make the best decisions in a reasonable timeframe.

Knowledge Loop provides a powerful, flexible, and scalable enterprise search platform that helps regular people find, analyze and understand information across the enterprise. By bringing together content from file systems, content management systems, databases, email, and other repositories, Knowledge Loop enables users throughout the enterprise to gain the insights that foster better decisions and increase productivity.

Knowledge Loop delivers integrated search and navigation over information, regardless of the source or format. Visitors are able to search through various types of content in their own terms, precisely communicating their intent through a guided refinement dialogue that leads them to exactly the information they are seeking. Moreover, they see related content, automatically determined from their task context, which catalyzes further exploration and discovery.

An experience where visitors can always find the best information your company has to offer for making decisions. This experience translates directly into AHT, FCR and CSAT improvements. Furthermore, the search experience is improved automatically through usage.

Knowledge Loop empowers CSRs with the powerful search capabilities allowing to resolve issues faster (AHT-impact) and correctly therefore avoiding multiple calls about the same issue (FCR-impact). It also helps Customer to find relevant information and avoid calling support (Self-Service-related benefits).

Our patent-pending search algorithm quickly and accurately identifies important knowledge and relevant relationships between knowledge, experts and cases.

Unique Technology allows permissions-based indexing of documents located in multiple repositories such as MS SharePoint, SalesForce, Oracle CMS, SAP CMS, Perforce, JIRA, Bugzilla, etc. Granular Permission Control of the displayed search results ensures that customers, CSRs, VARs, partners, etc., seeing only documents that they are allowed to see. Customers can view documents in their preferred viewer. However, Knowledge Loop also provides document viewers for most standard document types.

Knowledge Loop Knowledge Utilization Analytics closely monitors and analyses content usage to suggest Knowledgebase improvement opportunities and evaluate performance of the knowledge workers.

Finally, documents can be cached for performance and high-availability.

Knowledge Analytics consists of employee performance management analytics for the knowledge workers and knowledge utilization analytics.

Performance management analytics for the knowledge workers enables to identify and recognize top contributors to the knowledge creation process based not only on the number of documents created by individual, but also on the quality of content as it relates to successful case resolution across self-service, email response and call center channels. Empowered by such Analytics knowledge managers can more effectively engage organization into the knowledge creation process and demonstrate ROI from the better knowledge as it relates to the bottom-line of the business, cost of supporting customers.

Knowledge Utilization Analytics monitors content utilization across multiple channels, looking for the "knowledge Gaps" and suggests content improvement opportunities leading to better support, higher self-service rates, faster call resolution and more accurate answers, which in turn mean lower repeat call rates.

Knowledge Loop leverages industry leading Web 2.0 technologies to create and distribute visually appealing reports. These reports are highly customizable and can be adjusted to meet demands of the most advanced organizations.

Traditional knowledge creation is cumbersome and costly, requiring highly trained authors to write content in a specialized and complex structure. Knowledge Loop changes the paradigm and provides powerful platform enabling not only employees, but also customers and partners (VARs) can contribute to the knowledge creation and review process, while preserving appropriate levels of the content control and permission-based visibility.

KnowledgeLoop's platform for collaborative knowledge creation includes Knowledge Analytics for identifying areas where knowledgebase needs improvements, Knowledge Search tools for evaluating multiple knowledge sources and suggesting content most relevant for the knowledgebase improvements, tools for employees, customers and partners to capture new knowledge as a natural part of their work and collaboration capabilities enabling people discuss and collaboratively improve knowledge articles.

Knowledge Analytics not only suggest areas where creating additional content would be most impactful but also identify individuals within organization who would have most appropriate experience and qualifications to contribute to the knowledge creation for each content area.

Furthermore, Knowledge Search looks across multiple touch points such as customer behavior on self-service portal, email requests, agents searching for knowledge, case escalation history, support cases, etc. and suggests the best documents to act as a starting point for the Knowledge Creation Workflow.

The Knowledge Creation Workflow takes content through a sequence of steps involving content assembly, editing, reviewing in collaborative environment, collecting feedback from experts, obtaining appropriate approvals, standardizing, applying HTML templates, access-control tagging and publishing to the Customer Support Portal.

KnowledgeLoop tracks context-sensitive knowledge in the course of each interaction. This allows highly-tailored enterprise-driven recommendations to be pushed to agent at the appropriate point.

Knowledge Analytics consists of employee performance management analytics for the knowledge workers and knowledge utilization analytics.

Performance management analytics for the knowledge workers enables to identify and recognize top contributors to the knowledge creation process based not only on the number of documents created by individual, but also on the quality of content as it relates to successful case resolution across self-service, email response and call center channels. Empowered by such Analytics knowledge managers can more effectively engage organization into the knowledge creation process and demonstrate ROI from the better knowledge as it relates to the bottom-line of the business, cost of supporting customers.

Knowledge Utilization Analytics monitors content utilization across multiple channels, looking for the "knowledge Gaps" and suggests content improvement opportunities leading to better support, higher self-service rates, faster call resolution and more accurate answers, which in turn mean lower repeat call rates.

Knowledge Loop leverages industry leading Web 2.0 technologies to create and distribute visually appealing reports. These reports are highly customizable and can be adjusted to meet demands of the most advanced organizations.

Content normalization is a process of optimizing Company's content to minimize redundancy and increase relevancy of documents. Properly normalized content is required for being able efficiently leverage knowledgebase for customers self-service and support processes.

Knowledge Loop provides tools to determine content deficiencies by analyzing utilization of documentation and determining most optimal ways for combining relevant documents, splitting hard to read and understand documents, creating documents to close "content gaps" and tagging documents to business taxonomy for browsing and rapid issues resolution via self-service or agent assisted help.

I addition to providing software tools, Knowledge Loop also provides consulting services to help companies with the initial content normalization and setting up processes to maintain normalized content going forward.

We qualify the appropriate people to participate in re-organizing content to eliminate redundancy, align it with user demand, structure it for optimal use, and track it to show improved value. In a 6-week period, the content begins to perform measurably better. It addresses the users' needs more effectively - at least twice as effectively.