February 10th, 2014 — Safeharbor Knowledge Solutions, an Enghouse Interactive company, was selected by The Arthritis Foundation, the largest national nonprofit organization supporting arthritis and related conditions, to provide knowledge base software and knowledge management services.
“Safeharbor is excited to enable The Arthritis Foundation streamline their knowledge management processes and call center performance,” said Wade Pfeiffer, President of Safeharbor Knowledge Solutions. “Initially, The Arthritis Foundation intends to use Safeharbor’s knowledge base platform to share information between all employees as well as to support call center agents on all external interactions.”
The Arthritis Foundation offers useful literature and advice from medical experts to help people with arthritis live a better life. In order to streamline its massive amounts of knowledge, to enhance the efficiency of its customer support agents, and to improve the overall performance of its call center, the foundation decided to transition to SmartSupport, Safeharbor’s knowledge base platform.
A knowledge base is an optimal tool for organizations working with large amounts of information. SmartSupport, simplifies the process of capturing, storing, and managing information. The intuitive and modern user interface coupled with powerful management tools makes it easy to work with large knowledge repositories.
The multi-faceted, intelligent search engine capability of SmartSupport will help call center agents research answers quickly and efficiently. Having the capability to find the right answers at the right time is extremely important to agents who rely on vast amounts of company knowledge to assist customers.
Safeharbor’s SmartSupport knowledge platform will help The Arthritis Foundation significantly improve customer satisfaction ratings while reducing call center and support related costs.
The Arthritis Foundation is the largest national nonprofit organization that supports more than 100 types of arthritis and related conditions. Founded in 1948, with headquarters in Atlanta, the Arthritis Foundation is the largest private, nonprofit contributor to arthritis research in the world, funding more than $450 million in research grants since 1948. For more information please visit http://www.arthritis.org.
Enghouse Interactive delivers technology and expertise to maximize the value of every customer interaction. The company develops the most comprehensive portfolio of interaction management solutions. Core technologies include contact center, attendant console, predictive outbound dialer, IVR and call recording solutions that support any telephony environment, on premise or in the cloud. Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and more than 700 dedicated staff across the company’s international operations.
Enghouse Interactive is a subsidiary of Enghouse Systems Limited, a software and services company traded on the Toronto Stock Exchange (TSX) under the symbol “ESL.” Founded in 1984, Enghouse Systems is a consistently profitable company, which has grown both organically and through the acquisition of well-regarded specialists including Arc, CosmoCom, Datapulse, Syntellect, Telrex, Trio, and Zeacom. Learn more at http://www.enghouseinteractive.com.
Safeharbor Knowledge Solutions, an Enghouse Interactive company, develops knowledge base solutions and optimizes customer support processes for mid- to large-sized organizations. Safeharbor’s state-of-the-art knowledge base software connects employees, customers, and users with answers, thereby decreasing support costs and increasing customer satisfaction. For more information please visit http://www.safeharbor.com.