Customer Service
Customer eXperience Optimization
Expertise Location
Organizations that can maximize their own knowledge and capabilities achieve a competitive advantage. They must know at all times what people, resources and expertise can be applied to a given task by quickly pinpointing the right person or knowledge group within their organization.
This is a daunting task, especially for organizations that are distributed geographically and whose explicit knowledge can be stored in various forms such as emails, tweets, wikis, databases, content management systems and more. The greater challenge is capturing an equally distributed tacit knowledge, stored in the minds of employees, which accounts for 80% of an organization’s knowledge. Notes, comments, emails and other artifacts of digital communication become important in pinpointing who would be the best person to tap for more information or to staff a project.
Many organizations are utilizing Vivisimo’s expertise location capabilities to answer this challenge. Vivisimo allows customer service workers, support technicians, and engineering teams to quickly find the right person to talk to. Velocity fuses content from various applications and repositories across the enterprise to connect workers with unified expertise. With Vivisimo’s Velocity Platform, staff has immediate access to critical knowledge and people directly related to their business need.
As organizations seek to optimize their intellectual capital and increase knowledge visibility, they aim to:
- Drive greater efficiency in the organization and minimize information overload
- Improve rate and quality of response to customers and impact bottom-line
- Empower workers and increase productivity across the enterprise
- Foster a collaborative network and improve knowledge management practices
- Promote innovation within teams, departments and ultimately across the enterprise
