Intellectual Capital

LiveTime Knowledge Management allows any organization to harness the intellectual capital of its employees, and further reduce dependence on key staff over time. By building a comprehensive knowledge infrastructure, problem resolution is both automatic and timely, thus freeing technicians for more challenging tasks and improving customer satisfaction. Satisfied employees lead to productivity and a subsequent increase in revenue.

A comprehensive knowledge ecosystem also leads to a decrease in the cost of technician training, improved job satisfaction, and lower staff turnover.

Solutions are automatically provided as each request is created in both the technician and customer portal. Each solution can be viewed and applied to the current request at which point the request can be recorded and closed.

Integrated Search Engine

The key function of any service desk is to not only reduce call volume but capture the intellectual capital of the organization so that the information can be reused. This ensures rapid resolution for the customer, reduces costs and ultimately improves efficiency.

Traditional service desk software relies solely on attribute based searching of the underlying database for matching and correlating responses from previous requests. LiveTime takes an entirely different approach, leveraging a modern search engine to correlate responses from the knowledge base against every incoming request. This has many advantages.

Firstly, every request, its corresponding notes and attachments (including Word doc and docx, RTF, PDF, Powerpoint ppt and pptx, Excel xls and xlsx, Visio, Text, HTML and even Log files) are included in the search index. With more information available, LiveTime is able to more accurately determine the best solution for each request. Results also improve over time as knowledge grows within the system.

Secondly, since the search engine has been embedded across every major process, you can use it to search across any type of request, knowledge article, note or attachment to find the specific information you are looking for. You may remember a comment you wrote to a colleague in the past that you need to locate or a specific article with certain key phrases you remember. This also includes all incoming comments and attachments from customers, via email, attachments, customer portal and web services. There is virtually nothing you cannot search using simple key phrases. In addition, the search syntax includes fuzzy logic and Google style term selection, so you can refer to specific attributes within the search criteria using the “attribute:” syntax.