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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
 
 
 

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