KMS Lighthouse Knowledge Management System Lighthouse

KMS Lighthouse (Knowledge Management System Lighthouse) is a knowledge management system at the enterprise. Focused on use in contact centers and customer support services on the Internet.

The system is designed for organizations operating in highly competitive markets and offering the same goods and services at similar prices. Lighthouse is designed to help sales and customer support employees, whose duties are to quickly and qualitatively advise customers on a variety of topics, quickly provide changing information.

Screenshot of the software window, (2016)

Lighthouse technology integrates with traditional CRM systems and other contact center applications, increasing the efficiency of centers and customer support services, helping to reduce operating costs.

Customers receive high-quality assistance in communicating with qualified agents. The cost of training agents can be reduced, while increasing job satisfaction.

The First Call Resolution (FCR) is increased, reflecting the level of resolution of the subscriber's problems on the first call, the average length of AHT (Average Hold Times) line busy is reduced, and customer satisfaction is improved. This directly reduces the overall cost of the contact center and increases profit.

Product Capabilities

Lighthouse's knowledge management system is a holistic solution. The system contains a powerful mechanism for searching, selecting and sorting information, tools for managing content, editing and distributing information. This helps guide information in parallel through several channels:

• Contact Center Employees
• distributors,
• to service and sales centers,
• to Internet portals,
• to the internal network, etc.

KMS Lighthouse includes a number of applications designed to take into account the operational characteristics of contact centers. These applications provide real-time notification, call and troubleshooting scenarios, tooltips, mobile device emulators, item comparisons, and more.

The system is intended for companies in the following sectors:

• telecommunications;
• financial, banking and public services,
• insurance and health care;
• retail sales,
• transportation, etc.

KMS Lighthouse allows you to maintain contact centers from ten to several thousand employees per shift, outsourcing companies.

Features

• Improving Customer Support Performance
• improving customer satisfaction and loyalty
• Improving the productivity of contact center employees
• fewer calls and shorter processing times,
• reduction of call queue,
• Reduced number of quality of service claims
• Save time for customer support training.
• reduced direct costs of contact centers.
• increasing the efficiency of contact centers
• increased competitive advantage,
• professional knowledge management in the company and contact center.
• Microsoft Active Directory support
  • Synchronize user lists.
  • SSO authentication using Kerberos or NTLM standard protocols.

• BI Connector
  • Connector for BI with the ability to transfer any data for detailed reporting.

• email and fax
  • online interfaces with email server or fax server

On March 27, 2017, the current version of the KMS Lighthouse 4 product.

2022: Availability in Yandex.Cloud and DataLine clouds

The KMS Lighthouse knowledge management system has become available in the Yandex.Cloud and DataLine clouds. This was announced on April 4, 2022 by the DIS Group.

Available in, clouds the Russian providers it will allow companies to accelerate the introduction of new business processes ones and adapt to changing market conditions. There is also the possibility of a hybrid use case, in which part information is located in the cloud, and part is located in their own servers companies.

The KMS Lighthouse knowledge management system is especially often used in the banking sector, telecom operators, tourism, insurance, retail, contact centers and many other areas. The cloud version is also expected to be effective in training chat bots to deliver relevant responses to client requests, especially in specialized areas with complex terminology such as pharmaceuticals and medicine. The solution is being developed in Russia, at the DIS Group development centers in Irkutsk and St. Petersburg.

{{quote 'author = said Pavel Likhnitsky, CEO of DIS Group. | Over the course of two years, the demand for cloud solutions has grown, according to various estimates, by more than 20%. At the same time, rapidly changing market conditions bring to the forefront effective communication with customers and optimization of internal processes. Together with colleagues from Yandex.Cloud and DataLine, we are pleased to offer Russian business a solution that will focus on these strategically important issues, and to delegate IT infrastructure to DIS Group and cloud providers,}}

The decision to launch the cloud version of KMS Lighthouse to the Russian market is due, among other things, to a reduction in the supply of server equipment, which companies first encountered at the beginning of the pandemic. This, as well as the increasing cost of maintaining your own IT infrastructure, is pushing your business to move to cloud-based solutions for hosting information resources and applications on external server capacities. The partnership of DIS Group and the main Russian cloud providers will give companies access to ready-made infrastructure and application software. Other provider services can also be used to enhance the functionality of business solutions.

2018

Integration with Alice from Yandex.Station

On July 10, 2018, KMS Lighthouse, a manufacturer of knowledge management software, offered the possibility of integrating Alice's voice assistant, which is equipped with Yandex.Station, with the knowledge base Knowledge Management System Lighthouse, which will allow Alice to work as a consultant at the bank. More details here.

Integration with Amazon's Alexa

KMS Lighthouse, a manufacturer of knowledge management software, announced on June 22, 2018 the possibility of integrating its knowledge management solution with Alexa, Amazon's voice assistant.

The implemented integration will allow contact centers to take another step towards optimizing their work, KMS Lighthouse said. Customers had an additional communication channel and the opportunity to quickly get information that was previously available only by phone. The solution will reduce the number of incoming calls and help save on operating costs.

The voice assistant of the contact center uses a single Knowledge Base to find an answer to a question, along with operators, remote employees and chat bots.

Recently, the client service has been undergoing a rapid digital transformation. Keeping this pace for many companies is not easy. The KMS Lighthouse knowledge management system comes to their aid. Smart chat bots and voice assistants will instantly find the right answer to the question in our knowledge base and transfer it to the client, "said Sagi Eliyahu, CEO of KMS Lighthouse.

Integration with Alexa is already available to Russian customers, "said the Pavel Likhnitsky company's general director. "In DIS Group addition, we can integrate KMS Lighthouse with any Russian-language voice assistant at the request of the client, for example, with." Alice Yandex