Call Centers with Knowledge Automation System™

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 objectives simultaneously.

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 interaction.

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 system reliable.

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 quality.

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.