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May 3, 2004
Onyx Software and KnowledgeBase Solutions Announce Alliance for an Integrated Contact Center Offering
New alliance provides best-of-breed knowledge management as part of the Onyx CRM solution for contact centers
KnowledgeBase.net extends the Onyx Contact Center solution by providing a web-based, integrated knowledge management solution making individual articles available to users in a variety of different ways. In addition, KnowledgeBase.net promotes one-time article publishing, coordinates article ratings and relevance, and provides administration with powerful metrics and reporting capabilities. KnowledgeBase.net's integration with Onyx is configured for fast implementation and helps reduce the ongoing elimination of costly and time-intensive knowledge research and knowledge sharing. Leveraging a common architectural framework, the joint solution can be easily modified or scaled to address unique customer needs.
"We are excited to be forming an alliance with a leading CRM vendor like Onyx Software," said Alex Kazerani, CEO of KnowledgeBase Solutions Inc. "Combining our best-of-breed knowledge base system with the Onyx Contact Center offering will enable organizations to increase service levels while simultaneously controlling costs through faster problem resolution and, in the case of self-service, more efficient call deflection."
By leveraging the Onyx Contact Center and KnowledgeBase.net products contact center agents will have quick access to the information and knowledge they need to efficiently respond to customer inquiries. Having easy access to information and knowledge can dramatically increase first call resolution rates and reduce overall handling time, allowing organizations to reduce operational costs and deliver consistent, high levels of customer service. KnowledgeBase.net also gives customers access to solutions at their convenience directly from managed content on an organizations' website. This empowers customers to seek their own answers without having to wait for an agent.
"With KnowledgeBase.net integrated into Onyx, agents will have access to relevant information at key points within their daily workflows, making it easier for them to resolve customer issues," said Ben Kiker, Senior Vice President and Chief Marketing Officer, Onyx Software. "At the same time, the scripting and process management functionality we recently introduced with Onyx CRM 5.0 will provide context for those knowledgebase queries and help take the agents through the right steps to maximize the value of that interaction."
With over 1,000 customers, Onyx solutions are used by service, sales and marketing organizations ranging from medium-sized businesses to the world's most recognized brands, including American Express, Amway, and ntl. While these companies range in size and vary in their geographic location, they share one common need - the need to cost effectively model processes to provide a more intimate level of customer service where every interaction counts. The Onyx Contact Center supports this objective by offering a rich portfolio of capabilities including business process automation, cross-sell / up-sell, email management, intelligent call scripting, knowledgebase access, web self-service and work ticket management. The Onyx Contact Center also integrates with the world's leading CTI platforms.
About KnowledgeBase Solutions, Inc.
KnowledgeBase Solutions Inc. is a leading provider of hosted and on-site knowledge management software that helps unlock the power of a company's knowledge as a means to improve efficiency, competency and profitability. KnowledgeBase.net, the company's flagship product, is a feature-rich application that provides the ideal environment for companies to quickly and cost-effectively create a company-wide knowledge base to store and index documents and accurately search answers to end-user questions. Deployed by companies around the world including AT&T Wireless, Canon, ChevronTexaco, DoubleClick, Honda, National Health Services (UK), Sharp, United Healthcare, and the U.S. Veterans Department among hundreds of others, KnowledgeBase.net is easy to use, costs a fraction of traditional knowledge management applications and easily integrates with CRM software. KnowledgeBase.net has received many awards including Call Center Magazine's Product of the Year (2004); TMC.net Lab's Innovation Award (2003); KM World's Trend setting Award (2003); and Customer Interaction Solution's CRM Excellence Award (2003). KnowledgeBase Solutions is a privately held company headquartered in Los Angeles, CA. For more information, please call 1 800 831 7881 or visit www.knowledgebase.net.
Onyx Software Corp. (Nasdaq:ONXS - News), a worldwide leader in delivering successful CRM, offers a fast, cost-effective, usable solution that shares critical information among employees, customers and partners through three role-specific, Web services-based portals. The Onyx approach delivers real-world success by aligning CRM technology with business objectives, strategies and processes. Companies rely on Onyx across multiple departments to create a superior customer experience and a profitable bottom line. Onyx serves customers worldwide in a variety of industries, including financial services, healthcare, high technology and the public sector. Customers include Amway Corporation, United Kingdom lottery operator Camelot, Delta Dental, Microsoft Corporation, Mellon Financial Corporation, The Regence Group, State Street Corporation and Suncorp. More information can be found at (888) ASK-ONYX or info@onyx.com. Forward-Looking Statement
| Contact: | Bob Craig Onyx Software 617-314-6846 |
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