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www.dbkay.com

18275 Knuth Rd.
Los Gatos, California 95033
408.568.3551

Solutions:

Knowledge Management Consulting

Self-Service Consulting

Customer Experience Consulting

Company 360
Revenues:
Installed Base:	12
Employees:	2
Deployment:	N/A

Customer References
Cisco	Maxwell Systems
Cognos	Sage
Research In Motion	Vocera
Adobe	Openwave

John Ragsdale Commentary

DB Kay & Associates offers strategic consulting for next-generation customer support, with a particular focus on knowledge management best practices and KCS training and certification. Principal of DB Kay & Associates, David Kay, is a well known industry expert, published author, SSPA advisor, and frequent industry event speaker. DB Kay & Associates offers assessments, strategic planning, KCS training, business case creation and technology selection assistance.

Functional Coverage

	eService
	Web Collaboration
	Proactive Chat
	Email Response Management
	Agent Knowledgebase
	Agent Diagnostic Tools
	Customer Knowledgebase
	Customer Self-Service Problem Diagnostic/Self-Healing
	Forums
	Remote Control/Remote Diagnostic/ Self-Healing

	Field Service
	Field Agent Scheduling/Dispatch
	Parts Inventory/Logistics Tracking
	Wireless Field Service

	CRM
	Case Management
	Entitlement
	SLA Tracking
	Customer History
	Upsell/Cross-Sell

	Contact Center
	Skills Based Routing
	Work Force Optimization
	Quality Monitoring
	Learning Management System
	Voice Self-Service
	Survey Management

>	Business Consultants

Solutions:

Company 360

Customer References

John Ragsdale Commentary

Functional Coverage