Document (#25846)

Author

Harms, U.

Title

Knowledge Management mit eGain

Source

iX. 2002, H.8, S.38

Year

2002

Content

"Lösungen rund ums E-Business hat sich die Firma eGain (www.egain.com) verschrieben. Mit deren Knowledge-Produkt kann der Kundenservice beispielsweise eines Call Center über Werkzeuge oder auf Unternehmenswissen zugreifen und entsprechend handeln. Das System kann direkt antworten, aber auch Verfahren und Prozesse durchlaufen, um den Mitarbeiter zu unterstützen. Die neue Version 5.3 basiert auf einer Liste von Kundenvorschlägen. Mit dem Workflow Authoring können berechtigte Anwender Beiträge für die Falldatenbank verfassen. Diese Ergänzungen werden nach einem definierten Freigabeprozess in die Datenbank übernommen. Weiterhin können komplette Fall Datenbanken im- und exportiert werden. Beim Export erzeugt das Produkt ein XMLFormat, das alle Objekte wie Fragen, Aktionen, Cluster und Konzepte sowie die Baumstruktur der Fälle, die Anwendereinstellungen und die Benutzerprofile enthält. Mit neuen Security-Funktionen kann der Administrator das System besser sichern und Policies für Passwörter einrichten. Inzwischen unterstützt eGain auch Microsofts Share Point sowie Veritys K2 Engine und somit unstrukturierte Informationen. Die Version 5.3 kennt 16 Sprachen, inklusive Chinesisch und Koreanisch. Schließlich verbesserte eGain die Reports und berechnet Scoring im Hausptspeicher. Die so verringerten Datenbankzugriffe beschleunigen das System."

Theme

Information Resources Management

Object

eGain

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