NICE Enterprise knowledgebase for Web 2.0 users Dani Koltun, Knowledge Manager, Global Services, Nice Rob Leavitt, Project Management Team Leader, NICE

NICE Services new KB It is the NICE Global Services Knowledge Platform Combining High search and knowledge capturing capacity Based on MOSS 2007 A “revolutionary” concept to increase sharing and prevent knowledge loss

About NICE NICE Systems is the leading provider of Insight from Interactions solutions and value-added services, powered by advanced analytics of unstructured multimedia content - from telephony, web, radio and video communications. NICE's solutions address the needs of the enterprise and security markets, enabling organizations to operate in an insightful and proactive manner, and take immediate action to improve business and operational performance and ensure safety and security. NICE has over 24,000 customers in more than 135 countries, including over 85 of the Fortune 100 companies

About NICE

About NICE GSO NICE Global Services Organization (GSO) was established to translate the company's vision into a working business solution. Using a proven methodology, NICE encompasses everything from the initial design and configuration of the solution to the final handover to properly trained users and administrators. >600 people, 20 offices around the globe. Dealing with Product’s installation, maintenance and troubleshooting

And we think that our KM can contribute to Business Objectives: Better professional and reliable service to Internal and External NICE customers. Prompt reaction to customers' requests. Prevention of leaks of knowledge due to changes in personnel. Prevention of recurrent errors. Shorter training periods. More satisfied and motivated employees. As result – contribute to the Services Efficient Operation

But, why it is not so easy? Because we find the following things: –No systematic process of capturing knowledge –Limited horizontal & vertical knowledge sharing –Hidden knowledge in many organizational parts, in some cases inaccurate and not updated –Knowledge gap between various NICE services employees –Repeated questions to known informal information Therefore –Everyone agrees that there is the need to manage their knowledge and the “collective memory”

And why to create a new infrastructure? –Reason : the current CS KB ( based on SharePoint 2003 ) is not offering the option to easy Search/Find/ Retrieve/Deposit Mechanism, which support easy processes –Major Gaps in the existing KB Poor Performance Limited Search engine Does not support unstructured information – too much “Metadata” No Off-line Capability Data Integrity Limited collaboration options No approval flows, and most important….. Very poor and ineffective reporting and statistics –Therefore: Low usage, limited exposure, high skepticism…and very superficial sharing on the Global level!!

First Stage Solution - Graphic Technical documentation CRM Intranet Extranet Search MOS NEW Services KB Users Tier 4

Main Concept New capabilities: –Search on many information repositories from a single point –Creation of new Knowledge based on pre-defined processes –Rating option to any item, influencing on the hits results –Approval flows, ensuring data accuracy –Structured Collaboration and Sharing –Off line mode

About the Project GSO and MIS Lead Zero assumption – deep analysis before sketching concept Constant evaluation – demo’s and “Alpha sites” ( Still getting feedbacks and comments )

Why Web 2.0 New Features Blogs, Tags Perception

Too Much Meta Data Meta Data - Less is more Previously - 9 mandatory fields

User Controlled Meta Data 4 Mandatory Fields Tags – user can select or add new

Search by Tag Cross type, function Common terms for all users Alerts

User oriented search Jump in and search Significantly more relevant

Results Multiple sources –Intranet ~60,000 –Extranet ~20,000 –Closed SR ~500,000 –Special Team sites ~15,000 Find and Filter

Conclusion Identify important content sources Plan scopes to narrow results Good search reveals bad habits –Test early to make changes to source Remove administrative Lists/Libraries from Search Results

Thank you