SAP Knowledge Central by NICE
Empower your customers and service agents with knowledge
Increase agent efficiency and enable self-services by gathering and sharing relevant and up-to-date knowledge.
Convenient self-services through self-service portals, search engines, communities, and other channels
Contextual knowledge support for customer service agents
Built-in reporting to help identify key customer behaviors and search trends
Integration with the SAP Service Cloud solution, enabling fast resolutions
Key benefits
Deliver the most relevant information to customers and agents using sophisticated natural language search and processing, content ranking technology, and powerful analytics.
Simplify integration with preconfiguration
Access relevant information from SAP Service Cloud solutions and social engagement cloud software from SAP within one user interface for agents.
Curb support tickets with self-services
Give customers the answers they need more quickly by embeddingSAP Knowledge Central in your web self-service portal.
Speed query resolution across all channels
Improve customer satisfaction and retention with fast access to relevant content at the click of a mouse, anytime and anywhere.
Refine knowledge base quality and scope
Enhance, improve, and extend information on feedback, best practices, common issues, and resolutions across channels and with consistency.
Deliver knowledge when and where it’s needed
Provide customers and customer support agents with timely access to relevant product information from internal and external experts instantly.
Key features
Convenient self-services
- Improve customer satisfaction by providing the right information when and where they need it
- Create search-engine optimized content to provide the fastest access to the right information
- Increase customer service efficiency by reducing contact volumes
Contextual agent support
- Resolve customer issues faster with intelligent, contextual knowledge management
- Provide customer service reps with the right knowledge through the agent console
- Improve the employee experience and empower your agents to excel
Tools for collecting and sharing the right information
- Streamline content collection from internal and external sources
- Deliver high-quality content with simplified approval and publishing tools
- Leverage insights from analytics tools to continuously improve your content strategy
Technical and security resources
SAP Help Portal
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Services
Transform your business quickly and effectively by taking advantage of our holistic service and support plans, expert consulting services, custom application development, proven best practices, and deep industry and technical knowledge.
Support
Help keep your SAP solutions running at peak performance with our IT experts and support services, including long-term plans, embedded teams, remote technology support, self-service portal, and innovation strategies.