Fused KnowPlex v5.0 generally available, CRM/knowledge base management.Fused Solutions, a provider of help desk technology and contact center services, has announced the general availability of KnowPlex 5.0, its Web-native CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. and knowledge base management solution. Available either as an on-premise or on-demand solution, KnowPlex is designed to be suitable for both inbound in·bound 1 adj. Bound inward; incoming: inbound commuter traffic. Adj. 1. inbound and outbound out·bound adj. Outward bound; headed away: outbound trains. Adj. 1. outbound - that is going out or leaving; "the departing train"; "an outward journey"; "outward-bound ships" customer care. It incorporates a script-based approach to knowledge base management. New or enhanced features incorporated into the 5.0 version include outbound campaign management, asset tracking, platform independence and enhanced business rules management. Also, API (Application Programming Interface) A language and message format used by an application program to communicate with the operating system or some other control program such as a database management system (DBMS) or communications protocol. integration has been enhanced, and the application is both more scalable and more customizable than prior versions. When combined with FS-Virtual Agent, the self-service application A software application that allows a user to obtain information or complete a business transaction on the computer that has traditionally required the help of a human representative. Voice response systems and Web sites are widely used for self-service applications. See kiosk. that shares the KnowPlex knowledge base engine, the solution offers end users a more seamless path for transitioning from self-service to agent-assisted support. Further, the addition of EmPlex--the company's workforce scheduling and HR communications solution--and any world-class ACD/IVR platform enables contact centers and enterprise help desks to provision an effective and comprehensive "call center-in-a-box" platform. [ILLUSTRATION OMITTED] www.fusedsolutions.com |
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