Chicago-based InStranet has released the latest version of its knowledge management software, Contact Centers In-Line (CCIL) 5.5.

Besides enabling customers or agents in your call center to look up information within your knowledge base about your company's products, CCIL lets you gather information about customers from third-party customer relationship management (CRM) tools. With this information, CCIL advises agents about products that they might want to cross- or upsell to the customers they communicate with. The software also informs agents about whether the information they view within your company's knowledge base is available to your customers and to the general public.

If you want to keep track of which information in your knowledge base customers and colleagues consider to be most useful, the latest version of CCIL includes new reports that indicate how frequently customers or colleagues view specific items in the knowledge base.

CCIL also helps you assist customers with gathering information through your knowledge base. Like many knowledge management tools, CCIL allows you to present a series of questions to those who view your knowledge base to help them narrow down what they are looking for.

You can find additional information about knowledge management software by viewing our article on this topic in Call Center Magazine.