What is KMS Lighthouse for contact centres?
KMS Lighthouse is a knowledge management system used by contact centres to help organisations efficiently create, organise, and deliver knowledge to agents. It is a software platform that provides tools for creating a centralised knowledge base bespoke to a contact centre that houses many types of relevant information quickly accessible to contact centre agents.
Key features of KMS Lighthouse
Knowledge Base Creation: The KMS Lighthouse platform enables organisations to create and manage a comprehensive knowledge base containing articles, FAQs, documents, and multimedia resources.
Search and Retrieval: Contact centre agents, can quickly search for and retrieve information from the knowledge base, facilitating faster issue resolution and elevating customer experience.
Self-Service Options: KMS Lighthouse can also be used by customers via a self-service portal where they can find answers to common questions without the need for agent assistance.
Content Authoring and Collaboration: Collaboration features enable subject matter experts and agents to contribute and review content.
Categorisation and Tagging: Knowledge articles are organised into categories and tagged to ensure easy retrieval and navigation.
Access Controls: Security features to control who can access, edit, and update knowledge base content.
Integration with CRM: It integrates with CRM systems to provide additional context during customer interactions.
Analytics and Reporting: Insights into how knowledge resources are used, which articles are most popular, and areas in need of updates or additional content.
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How Opus' contact centre consultants can assist you
Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.
Our specialist contact centre services include but are not limited to:
- Workforce Management
- Workforce Optimisation
- Artificial Intelligence
- Knowledge Management
- Speech Analytics
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