Knowledge Management

Reach new heights of performance

solutions / Contact Centre

Knowledge Management

Leverage AI and real time transcription to surface relevant and timely knowledge to enable agents to deliver accurate and efficient conversations.

Knowledge Management

Knowledge management practices in contact centres involve governance, creating and maintaining an up-to-date, easily accessible knowledge base that provides agents with all the necessary information to resolve customer queries effectively. This includes frequently updating content, ensuring relevance and accuracy, and training agents on how to utilize these resources efficiently. Quality assurance also plays a key role to assessing adoption and feedback. While analytics monitors usage and can help in identifying gaps in the knowledge base and areas for improvement.

The Benefits of Knowledge Management

Work on your business and leave your cloud worries behind.

Avoid Downtime

No business can afford to be out of business. Proactive monitoring and management addresses security threats before data leakage or big outages threaten business continuity.

Avoid Business Downtime

No business can afford to be out of business. Proactive monitoring and management addresses security threats before data leakage or big outages threaten business continuity and damage reputation.

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Application Modernisation

Power up your business applications by re-architecting them to run natively in the cloud.

This service includes the following:

‍Application Assessment

Byte will host a workshop to help you better understand the application and how it's utilised. We then put the application through the 5 R's cloud migration framework to provide you with the best way to move forward. The assessment report provides a prescriptive roadmap for the application, including a migration strategy best suited to your business goals and needs.

Design / Build

Applications built with modern cloud designs are typically resilient, cost effective and scalable. Byte ensures your applications withstand transit failures and are self-repairing and designed to scale to meet your business needs at any time.

Pilot

We recommend a pilot testing approach to mitigate any potential migration risk and verify services are migrated or provisioned in a way that meets business requirements and expectations. Pilot testing also verifies the migration process and allows for a smooth production phase.

‍Production / Support‍

Once your application has passed the pilot phase and is running natively in the cloud, it's time to move to production.

Byte will execute the following:

Update your IT and any relevant business processes to reflect changes in each updated application
Handover and support your operations and IT teams to manage the application
Include support in your Byte Managed Services Agreement

Typical Engagement Length

5 weeks

STARTING FROM

$10k

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Application Assessment

The Byte Application Assessment helps you better understand the inner workings of your applications and the steps needed to modernise with Azure.

This assessment includes the following:
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‍‍Application Assessment Workshop

Byte will host a workshop to help you better understand the application and how it's utilised. We then put the application through the 5 R's cloud migration framework to provide you with the best way to move forward.

‍Assessment Report

The assessment report provides a prescriptive roadmap for the application, including a migration strategy best suited to your business goals and needs.

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Typical Engagement Length

3 weeks

STARTING FROM

$5k

Find out more

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Resources

Articles & Blogs

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ARTICLE

Fortifying Cybersecurity in Remote Work Environments: Essential Measures for Home Networks

In conclusion, the rise of remote work demands a renewed focus on cybersecurity, particularly in the context of home networks. By implementing robust security measures like VPNs, strong authentication, regular software updates, and employee cybersecurity training, businesses can create a secure and resilient remote work environment. These measures not only protect against cyber threats but also foster a culture of security awareness, ensuring that employees remain vigilant and proactive in their cybersecurity practices. For businesses navigating the remote work landscape, investing in cybersecurity is not just a necessity but a strategic move towards safeguarding their operations and reputation in the digital world. As remote work continues to evolve, staying ahead of cyber threats with comprehensive security strategies will be key to maintaining a secure, efficient, and thriving remote workforce.

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ARTICLE

Ensuring Compliance with the Telecommunications and Other Legislation Amendment (Assistance and Access) Act 2018 in IT Companies

Compliance with the Telecommunications and Other Legislation Amendment (Assistance and Access) Act 2018 presents several challenges for IT companies in Australia. By taking proactive measures such as conducting legal analyses, updating privacy policies, establishing a dedicated compliance team, maintaining robust data security practices, and engaging in open communication with customers, IT companies can navigate these challenges. Staying informed, being transparent, and maintaining a strong commitment to data privacy are key to managing the obligations under the encryption laws while preserving customer trust.

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