KMS Lighthouse is a knowledge management system used by contact centres to help organisations efficiently create, organise, and deliver knowledge to agents. It is a software platform that provides tools for creating a centralised knowledge base bespoke to a contact centre that houses many types of relevant information quickly accessible to contact centre agents.

Key features of KMS Lighthouse

Knowledge Base Creation: The KMS Lighthouse platform enables organisations to create and manage a comprehensive knowledge base containing articles, FAQs, documents, and multimedia resources.

Search and Retrieval: Contact centre agents, can quickly search for and retrieve information from the knowledge base, facilitating faster issue resolution and elevating customer experience.

Self-Service Options: KMS Lighthouse can also be used by customers via a self-service portal where they can find answers to common questions without the need for agent assistance.

Content Authoring and Collaboration: Collaboration features enable subject matter experts and agents to contribute and review content.

Categorisation and Tagging: Knowledge articles are organised into categories and tagged to ensure easy retrieval and navigation.

Access Controls: Security features to control who can access, edit, and update knowledge base content.

Integration with CRM: It integrates with CRM systems to provide additional context during customer interactions.

Analytics and Reporting: Insights into how knowledge resources are used, which articles are most popular, and areas in need of updates or additional content.