A call center's mission is to provide the best
possible customer support at the lowest possible cost.
Usually these are competing objectives which force
management to strike a balance between cost and quality.
However, Vanguard makes it possible to improve both
Give Support the Expertise They Need
Using Vanguard, you can create a Web-based support
system that captures the knowledge of your product
specialists and delivers this knowledge to your support
staff in the form of a guided troubleshooting
application. The support staff access the system through
standard Web browsers using a simple question-and-answer
Vanguard's Web architecture makes
it possible for remote support staff to take advantage of
troubleshooting processes developed by your experts.
Because Vanguard is a Web-based, real-time system,
product specialists, located at your development
facilities, can identify a new problem and enter
diagnostic rules into the system where upon your support
staff, located half way around the world, will see
immediate change and/or enhancements to the diagnostic
system. Vanguard maintains all version control, access
rights, and other characteristics required to make the
How Does Vanguard Improve Quality?
Automating the processes your support staff use
ensures that all staff benefit from the knowledge of your
best product specialists. This improves the likelihood
that your customers will get the answers they need.
Automation also improves the consistency, reliability,
and speed of performance--all characteristics of high
How Does Vanguard Reduce Cost?
In order to provide high-quality support, your call
center staff usually needs to be highly trained. This can
be quite expensive, especially if your products are
complex and change frequently. With Vanguard, little
training is required. Your support staff will need to
know basics about your products, customers, industry
jargon, etc., so that they can communicate effectively
with your customers; but they will not need to know how
to diagnose every potential problem. As new problems are
identified, they can be entered into the system at your
headquarters. All support staff around the world will
instantly benefit from that new knowledge.
Content Management System (CMS)
Vanguard enables your best product specialists to develop your automated support center without programming, in real time, and from multiple locations. The Vanguard Content Management System (CMS) is a Web-based development environment that uses visual editors much like word processing software to build advanced support centers that are delivered on the Web. Multiple contributors from anywhere in the world can simultaneously develop and maintain a CMS support center application using only their Web browsers. CMS provides the rapid support center development and maintenance you need to balance cost and quality.
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Directgov uses Vanguard to more quickly,
reliably, and accurately deliver public service
information to almost 4 million UK citizens each
Directgov provides online information from
across UK government departments on topics
ranging from travel safety and parental leave to
special educational needs and local NHS services.
Directgov wanted to more quickly, reliably, and
accurately deliver public service information to
almost 4 million UK citizens each month.
Directgov uses Vanguard to develop Web-based
expert systems that efficiently guide users in
finding the exact information they are seeking.
Click below to see a live example.