Customer service organization realizes that customer satisfactions are the main factor of customer loyalty. Therefore, customers must be satisfied at every interaction they have with the organization regardless of the customers’ needs. The Customer Contact Knowledge Portal (CCKP) provides the user with the ability to search and retrieve relevant information in a fast and structured way. Customers’ waiting time were reduced tremendously.

The CCKP is built on Façado technology, leveraging on the next generation of Rich Internet Application (RIA) platform and current IT technologies. Built on open standards such as Java Enterprise Edition (J2EE), web services and eXtensible Markup Language (XML), CCKP provides an advanced base for you to rapidly deliver Rich Internet Business Applications (RIBA) that are robust, scalable, feature-rich and with true Graphics User Interface (GUI) ease-of use.

Call centre agents are faced with the challenge of getting the most updated information in the shortest time and successfully passing this information to the customers. They typically have only a minute to find the information requested by their customer. Under this pressure, it is critical that staff have effective and efficient ways of locating information. Having a CCKP allows the staffs to retrieve the information needed fast and keep their productivity at the highest level. Key Performance Indicators (KPI) are decreased from 3 seconds to 0.5 seconds, this statistics are proven from one of our successful deployments.

The CCKP not only increases the performance, usability and productivity of the company, it also reduces the cost of the entire network infrastructure. The reason that we could archive this was due to the massive reductions on server interactions. Therefore, customer service organization with the CCKP will enjoy the result of increasing their Return of Investment (ROI) by increasing productivity and reducing cost at the same time.

For more information about CCKP, please download the brochure:

• Rich Enterprise Portal

To learn more about our products and services, and what we can do for you, please contact us at info@arahe.com.