Professional Services

Knowledge Management

Whether it is enabling your customers to self-serve via voice or digital channels, or empowering your agents with the right information and processes; FourNet Knowledge Management solutions use artificial intelligence (AI) to create a more automated, natural and effective way to connect people to answers.

Knowledge Management for Agents

With the right knowledge management tools, your agents can find up to date information using everyday language, see relevant knowledge without even having to search for it, follow guided decision trees to troubleshoot complex issues and lower average handle time while improving customer satisfaction.

Knowledge Management for Customers

Most customers today would rather go online for help than call customer service. Self-service is now the front port of call for many customers. Our Knowledge Management solutions give customers a quick and easy way to get help; they understand what customers are looking for and provide a superior customer experience at a lower cost; freeing your agents to focus on adding value to the customer experience.

Case Management

Our case management solutions enable you to automate and rapidly adapt business processes in response to changing market and customer requirements. Combining process automation with business rules and integrate your knowledge management database frees the agent to focus on improving the customer experience they deliver.

Regulatory Compliance

With a FourNet knowledge management system, you can create a shared repository of policies and procedures to help ensure consistent answers to customer questions, present relevant information automatically during specific processes and guide agents step by step through complex procedures, to ensure regulatory compliance.

Single Desktop

The employee or agent desktop is the critical point of integration for today's multichannel business environment. FourNet solutions combine knowledge management and case management with all channels of communication in one unified platform; enabling you to maximise employee productivity and improve service quality.

Self-service/Assisted self-serve

Empower customers to self-serve. Leverage artificial intelligence (AI), machine learning (ML), digital and voice chatbots, web self-service and knowledge management to create a better customer experience (CX) and automate more interactions. Quickly and simply escalate to an agent for assisted service where necessary.

AI & Automation

Automate the customer journey for simple, non-value-added tasks such as payment reminders, contract renewals, claims updates and recovery vehicle updates. Use AI to enable self-service for standard voice or digital contacts. Automate the ID&V process using voice biometrics and natural language processing so you can free time to focus on making the difference to the customer.

Omnichannel

Enable your agents to work with customers across multiple channels (telephone, email, chat, co-browse and social) via a single user interface. Provide immediate access to information relevant to the context of the customer's interaction (customer's profile, previous interactions, products and services used).

Customer Journey

FourNet solutions are designed with your customers in mind. We pride ourselves on our ability to provide a complete 360-degree view of your customers' journey, showing your agents every customer interaction regardless of channel. Through features such as our Single Agent Desktop view, we provide your business with the tools you need to understand the end to end customer journey and build a better customer experience.

Identity Verification

Use FourNet's ID&V solutions to authenticate customers faster without multiple security questions. Our solutions use voice biometrics to verify callers in real time to reduce agent handle time and create a better customer experience.

PCI Compliance

Remove customer payment risk with our PCI DSS compliant solutions for both voice agent and IVR and keep payment data out of the contact centre. Our solutions are fully PCI DSS compliant for agents based in the contact centre or at home. Using dual tone multi frequency (DTMF) ensures that not only keeps you compliant but also offers reduced wait times and a better overall experience for the customer.