of millennial customers change providers after one poor customer experience
of companies with a knowledge management system report increased sales
of organisations estimate effective knowledge management boosts productivity by 10-40%
Source: Zing Tree. Document 360
NEC’s Knowledge Management, powered by livepro, is an easy-to-use system that helps employees find answers – fast. Employees can work smarter and serve customers efficiently with minimal knowledge training.
A simple API is used to deliver knowledge across digital channels including phone, email, front counter, website, self-service or live chat. Employees are confident, compliance risks are minimised, and efficiencies occur across training time, AHT reduction and elimination of errors.
Advanced reporting and analytics suite provides key insights to enhance customer and employee experiences. Robust governance features ensure compliance and reduce errors, while AI-enhanced search and process guidance help staff find perfect answers quickly, improving first-call resolution and reducing handle times.
Give your employees the tools they need to meet customer expectations — and see the positive effect on morale, retention, and productivity.
As part of a local history spanning 50 years, NEC has been building, installing, monitoring and managing customer experience platforms for Australian customers for 25+ years.
From out-of-the-box to fully customised solutions, we’ve delivered contact centre management solutions to over 800 Australian businesses and service 13,000+ contact centre seats.
NEC Knowledge Management is designed so self-service customers, your contact centre, and your business units deliver consistent answers that build trust.
Talk to the NEC experts for support on your knowledge management digital journey.
The right answer, every time.
Secure, reliable and scalable AWS available on any internet-enabled device.
Powerful AI-enhanced search and navigation deliver the right answers – fast.
Set role-based permissions to lock down access.
Use APIs to serve knowledge via websites, chat, CRM and omni-channel solutions.
Empower employees to contribute to ongoing updates of knowledge.
Control who, what and where authors can contribute.
Understand how knowledge is used and identify training gaps.
Help staff be more productive more quickly.
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See how NEC's partner, livepro helped ME Bank cut AHT by 40% and have 92% of staff feeling that the new livepro Knowledge Management system was useful.
See how Australia’s leading medical defence and indemnity insurance organisation, Avant Mutual, engaged NEC's partner, livepro to create a central knowledge system for contact centre staff.
See how NEC's partner, livepro helped Liverpool City Council create a single source of truth that was easy to update and intuitive to use, boost customer satisfaction through improved first-call resolution rate, and accelerate new employment onboarding.
See how NEC's partner, livepro helped TSA reduce AHT by 21%, achieve a utilisation rate of over 95%, and have 98% of staff saying they felt their jobs were made easier.
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