Cognitor | Enhancing your Customer Experience

One of Cognitor’s strongest assets has been its ability to continuously drive innovation in and with all of our products, solutions, customers, and partners. We have been refining and redefining of our existence through the creation and evolution of some very powerful software applications that utilize our core proprietary technologies. Our solutions can run on both stand–alone or integrated platforms with the leading industry Customer Relationship Management Platforms, in a seamless, but powerful fashion. The company has developed a comprehensive suite of Solutions for Customer and Service Management.

Our Knowledge Management tool is used by many leading global customer and product service organizations to enhance their service delivery. Cognitor’s solutions are unique because of their ability to learn and understand what has worked in the past to solve previous customer or product problems, so that agents are empowered in real time to better serve their customers.

Problems are solved once and solutions are delivered across all customer service channels, including call centers, field service, repair centers, and Web self-service. The learning capability of the software creates a continuous process of improvement, making the call center more productive, and increasing accuracy with every customer interaction.

Cognitor enables customer service representatives to effectively capture and re-use enterprise knowledge from a unified access point. All knowledge, whether structured or unstructured can be easily accessed from a central repository. Such information might include other solutions that have worked in the past, white papers, release notes, implementation documents, product manuals, and engineering bulletins are easily accessed in a central repository. We provide customer support organizations with the tools to timely re-use information they need to provide actionable solutions to service agents and customers.

Leading customer-centric organizations are currently looking to utilize knowledge and community-empowered customer service applications to help them reduce costs and deliver high customer satisfaction for all customer interactions. Cognitor has powered its Service Offerings with the Baynote Content Guidance and recommendations engine, which empowers community wisdom to drive a different set of content to the user based on all prior interactions with customers. This offering is enabled through all channels of customer communications to provide organizations with the power to provide fast and accurate solutions regardless of how customers decide to contact the company.

Cognitor also provides a proactive notification application that enables our clients to resolve problems before issues escalate and cause widespread negative customer experiences. By recognizing problems ahead of time, our clients can better serve their customers and reduce the overall cost of their call centers.

Cognitor’s Performance Management solution has advanced data visualization capabilities and real time monitoring of data from multiple repositories to allow multi-dimensional KPI’s and capture of new relationships and trends. The Service Level Resolution and Analytics allow a dynamic interactive capability to quickly uncover performance gaps and causes, while enabling visibility of the data through role based authority and User Authentification.

All of Cognitor’s Solutions are available through an enterprise Mobile application powered by Ondeego so that knowledge can be delivered to any remote technician or customer through the web portal as well as receive any alert based on events or triggers from the Pro*ACT analytics tool.

Cognitor provides solutions to leading Fortune 1000 companies in high technology, financial services and the telecommunication industries. Cognitor’s products and services are integrated with many industry leading CRM platforms.

Cognitor is a privately held corporation headquartered in Chicago, Illinois.