MindTouch Knowledge Management Platform Receives KCS® v6 Verification

MindTouch, a provider of cloud-based, AI-powered knowledge management solutions, has achieved Knowledge-Centered Service (KCS®) v6 verification for its knowledge management platform.

This is the only program that verifies a knowledge management tool supporting all eight practices of KCS. The MindTouch platform is one of only four solutions to have achieved this.

KCS is a proven methodology for integrating the use, validation, improvement and creation of knowledge into customer service and support processes. Unlike traditional KM engineering approaches based on knowledge from a few for the use of many, KCS methodology is based on a many-to-many model. This inherently demand-driven, self-correcting approach results in faster, more effective use of knowledge-based systems.

“KCS is a fundamental strategy for providing best-in-class customer service at 8×8,” said Greg Walker, senior director of customer and technical support for 8×8. “By allowing us to implement these strategies directly within our support and self-service efforts, MindTouch has been instrumental in helping us achieve our KCS goals.”

Benefits of the KCS methodology include the following:

  • Increased operational efficiencies by integrating the use of a knowledge base into workstreams.
  • Improved self-service by providing knowledge within the context of demand, thus making it findable and useable.
  • Accelerated organizational learning by exposing opportunities to improve processes, policies, products and services based on captured experiences.

“While knowledge management solutions are seeing a resurgence given their critical role in providing a modern self-service experience, many companies still struggle to realize their value,” said Kathryn Randazzo, product marketing manager for MindTouch. “We wanted to address this by not only giving customers an intelligent, AI-driven knowledge management platform, but one embedded with best practices that ensure successful outcomes. Our KCS verification achieves this and we’re excited to now offer customers a knowledge management solution that delivers even greater value with increased efficiencies.”

“By completing the rigorous process of KCS v6 verification, MindTouch is positioned to help its customers create a powerful knowledge-centered culture,” said Melissa George, president and CEO of the KCS Academy. “This kind of culture is not only essential to providing a superior customer experience, but it can also dramatically decrease operating costs while improving employee satisfaction.”

MindTouch received its verification from the KCS Academy, the only authorized certifying body for KCS. The KCS Academy, in partnership with members of the Consortium for Service Innovation, has developed a list of minimum functional criteria and a set of scenarios through which vendors must demonstrate their products’ ability to support the latest version of KCS practices. The verification program is open to all vendors that supply knowledge management functionality.

To learn more about MindTouch KCS capabilities, visit: https://mndt.ch/MindTouchKCS.

About MindTouch

MindTouch offers a cloud-based, AI-powered knowledge management platform that drives customer self-service, agent assistance and ticket deflection for organizations of all sizes and industries. Hundreds of companies worldwide rely on MindTouch to enable customers and support teams to intelligently and automatically find the answers they need, across all channels and devices, to increase agent productivity, enhance operational efficiencies and improve the customer experience. MindTouch has also developed prepackaged integrations to the most popular CRM and contact center platforms and provides a rich API toolset that enables custom integrations to other systems. The company was founded in 2011 and is headquartered in San Diego, California.