KnowledGenetica Products

ISYL™ (I Speak Your Language) Customer Care solutions provide an end-to-end view for implementing business processes for multi-channel customer care using the artifacts included in the K-Netica Business Process Modeling Methodology. This introduction describes the ISYL™ Components and the Phases used in ISYL™ System Implementation.

ISYL™ Care Agent Console provides powerful Workflow, Rules & and Interpreter Engines that intelligently automate tasks, facilitate data entry, enable data capture and track the developing information received during the course of a phone or web interaction for Customer Service Representatives (CSR). The Administrator Console helps Administrators manage workflow to achieve and maintain high efficiency in the Customer Care Center. The illustration below, shows the Consoles of the integrated ISYL™ Care system.

This suite can be deployed in a variety of installation architectures, typically defined by the category of Users that require access to the Consoles. The Agent Console can be used as is or be customized for each application in a given customer site. The Engines contain the business process logic needed for all the Consoles. Each of the Consoles is designed for a specific User constituency.

ISYL™ Components are built on a service-oriented architecture to implement these capabilities in JAVA using Java Two Enterprise Edition (J2EE) as the standard platform. Each of the Engines and many of the underlying functions are implemented as services therefore exposing them to ISYL™ and non-ISYL™ systems and components.

Click the links below to see descriptions of the services.