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Siemens Business Services closes corporate license deal with empolis
Knowledge Management Solutions become strategic products
With the corporate-wide license deal for the empolis re-trieval solution and the empolis solution process improvement in service centers , Siemens Busi-ness Services and empolis have intensified their well-established business relationship.
The successful implementation of the highly ambitious “intranet search“ project in Germany, and the dramatic improvement of service processes in technical call centers were decisive for the li-cense purchase that includes substantial professional services.
By means of the corporate search, 15,000 Siemens Business Service employees have the ability to intelligently access documents, data and HTML pages. In addition to scalability of the e:Information Access Suite for high volume operation that lies in a terabyte range, the full text and associative search over a wide spectrum of corporate sources is made possible. Users are in the position to find precise format-independent information relevant to their tasks and function on mouse click - exactly when need, personalized, and in the correct medium.
Rainer Henkelmann, Siemens Business Services Chief Information Officer, is convinced: “The improvements in information search that comprises our complete corporate knowledge and data are significant. Our employees can easily identify context-relevant web contents, which is a dra-matic improvement to prior search capabilities“.
The e:Service Lifecycle Suite enables call center agents to solve technically challenging trouble tickets faster and with unerring precision. Complete knowledge derived from Siemens Business Services service activities is collected and processed systematically and provides call center agents and service technicians with intelligent resources. The newest knowledge is delivered quickly to where it is needed most: to service staff.
“We are very pleased about Siemens Business Services’ decision in favor of empolis on a corpo-rate level“, states Bernhard Ribbrock, empolis CEO. “The implementation of our knowledge management solutions opens up entirely new opportunities for performance potential in the suc-cessful and innovative service organization of Siemens Business Services , which could not have been achieved with conventional IT systems”. 11.05.2005, Martina Tomaschowski
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