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KNOWLAGENT AWARDED TWO PATENTS FOR CONTACT CENTER E-LEARNING PLATFORM, FURTHER SOLIDIFYING ITS LEADERSHIP POSITIONATLANTA – October 10, 2001 – Knowlagent, which increases the profitability of customer relationships by aligning human performance with company objectives in the contact center industry, today announced that it has recently received official actions for two patents from the United States Patent Office. The patents, for its e-Learning and analysis tools that identify individual productivity and skill deficiencies and address them during workflow downtimes, will further secure Knowlagent’s leadership position in the contact center e-Learning market. Contact centers are continually challenged with making sure their agents are up-to-date, up-to-speed and qualified to handle their customers’ expectations. Because of the unique environment and workflows of a contact center, Knowlagent built two integration solutions – the Right Content and the Right Time engines. The Right Content engine reads and interprets data from performance measurement solutions such as Quality Monitoring systems to determine individualized knowledge and skill gaps. The Right Time engine reads and interprets data from workflow systems such as ACD and Workforce Management to identify and schedule the right time to push e-Learning to the agent’s desktop without interfering with the center’s overall service levels. Because of Knowlagent’s acute understanding of the industry’s concerns, companies can now train their agents without compromising customer service or actual customer relationships. Though other companies offer e-Learning solutions focused on the contact center industry, these integrations are unique to Knowlagent’s product and are now protected by two U.S. patents. “It’s important for any company looking to make an e-Learning purchase to be aware of these patents and understand why being able to deliver the right e-Learning at the right time is a true breakthrough for the contact center industry,” says Matt McConnell, Knowlagent co-founder and co-chairman. About Knowlagent Founded in 1995, Knowlagent increases the profitability of customer relationships by aligning human performance with company objectives. Knowlagent's e-Learning and analysis tools identify individual productivity and skill deficiencies and address them during workflow downtimes. With our easy to use suite of products, companies can author, deliver, test and track the results of real-time customized e-Learning. Knowlagent is used by more than 15,000 call agents worldwide at companies such as Kaiser Permanente, First Union, and Consumer Financial Network. For more information, visit www.knowlagent.com. Editorial Contact: Caran Snitz Knowlagent (678) 356-3465 csnitz@knowlagent.com top of page |
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