Driven by new technologies and shifting customer demands, the contact center market is growing. And with this growth has come a considerable proliferation of vendors. IVR software, workforce management, and knowledge management platforms come to mind, though there are plenty of others to consider.

To help business decision makers within the contact center space sort through it all and select the right vendors, Frost & Sullivan publishes its annual Contact Center Buyers Guide, North America.

This year, the well-known market research company published a companion piece to the 2019 buyers guide, a Companies to Watch excerpt featuring the MindTouch knowledge management platform entitled, “MindTouch: Bringing Knowledge to Customer Interactions.”

read the frost & sullivan report

Download the free Frost & Sullivan companion piece, “MindTouch: Bringing Knowledge to Customer Interactions.

How knowledge management helps contact centers win

To understand why knowledge management, specifically, is making such an impact in the contact center, it’s important to understand where the market is headed. The Frost & Sullivan Contact Center Buyers Guide highlights three important shifts in market demand:

  1. Cloud-based solutions
  2. Omni-channel
  3. Changes in the workforce

How does MindTouch meet all three of these needs? For one thing, we’ve built an entirely cloud-based platform that consistently delivers 99.5% uptime (or better), which helps our customers ensure that their customers always have access to the content they need.

Our scalable platform is also built to handle large volumes of content at scale, as well as multiple sites in multiple languages. And we prioritize the ability to extend that content to the various channels that contact centers (and their customers) depend on for support.

In the context of contact center efficiency, improving the agent experience by bringing timely knowledge to agents’ fingertips faster—without extra clicks—is a good example.

The new technologies reshaping the modern workforce cannot be overlooked, either. These include the exciting new tech that some contact centers are turning to automate certain operations, which is why it is so important that we build a knowledge management platform that plays well with things like chatbots, artificial intelligence (AI), and machine learning applications.  

Learn more about the MindTouch product.