The 2019 KMWorld Readers’ Choice Awards Winners
KMWorld 2019 Readers' Choice Awards: Best Help Center/Contact Center Automation
Today, contact centers are increasingly playing critical roles in helping organizations handle crisis situations. It could be a wildfire on the West Coast, a tornado in the Midwest, a hurricane in the South, or a blizzard in the North, a man-made disaster, or just a run-of-the-mill power outage. But, throughout the year, the never-ending series of situations that require immediate information and action is routinely putting contact centers on the front lines of customer service.
Contact Centers should always be looking to optimize their processes, but specifically in such a way that empowers their live agents, their actual humans, to work not only more efficiently but better as well.
Automated interactions enable the clients to seek help on their own, and input data that will provide agents with context if and when the client reaches out for human support.
WINNER
Zendesk
FINALISTS:
Salesforce ServiceCloud
Verint Contact Center Desktop and Process Analytics
KMWorld 2019 Readers' Choice Awards: Best Information Governance
Information governance balances the use and security of information, helping with legal compliance, operational transparency, and reducing expenditures associated with legal discovery.
Information governance is an integral part of today’s business environment, and maintaining compliance with GDPR and other privacy legislative initiatives, including keeping personal data off a blockchain implementation, is key to best information governance practices.
WINNER
OpenText Learn More From OpenText
FINALISTS:
IBM InfoSphere Information Governance Catalog
SAS
KMWorld 2019 Readers' Choice Awards: Best Knowledge Graph
The ability for knowledge graphs to amass information and relationships and connect those facts allows companies to find context in data, which is important for extracting value as well as complying with new data regulations.
The concept of the enterprise knowledge graph (EKG) is fairly new and made possible by machine learning and big data technologies, including automated text analysis and graph engines, explained analyst Amy Stapleton in an Opus Research article. “An IA [intelligent assistant] that taps into an EKG can infer the context and intent of questions, generate direct answers, make recommendations, and automatically expand its understanding as the knowledge graph adds new content,” she noted.
WINNER
Microsoft
FINALISTS:
Amazon
Franz AllegroGraph
KMWorld 2019 Readers' Choice Awards: Best Text Analytics and NLP
Text analytics is the process of converting unstructured text into meaningful data for analysis, to measure customer opinions, product reviews, feedback, to search facility, sentimental analysis and entity modeling to support fact based decision making.
Most advanced text analytics platforms and products use natural language processing algorithms for linguistic (language-driven) analysis that helps machines read text. NLP analyzes words for relevancy, including related words that should be considered equivalent, even if they are expressed differently.
WINNER
Nuance Learn more from Nuance
FINALISTS:
IBM Watson
Verint Text Analytics
KMWorld 2019 Readers' Choice Awards: Best Workflow Automation
Workflow automation is technology that uses rule-based logic to automate manual work, like data entry and lead nurturing. By leveraging self-operating processes that run manual tasks, workflow automation can help businesses save time and money, diminish errors, and boost productivity.
WINNER
OnTask By Accusoft
FINALISTS:
Microsoft Flow
Zoho Workflow Automation
Companies and Suppliers Mentioned