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. Streamline support activities and strengthen customer loyalty by delivering the latest product and service information consistently across multiple channels with the SAP Knowledge Central solution by NICE.

• 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 embedding SAP 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