Liaison International

Our NiCE KM site is the single source of truth and main resource for all of our product users and employees. By the numbers:

Annually, we see ~3M site visitors who engage in ~6M sessions with ~11M pageviews.
For every 10 individuals needing support, 9 of them go through our KM site self-servicing, which results in only 1 live support ticket (i.e., self-service ratio of 9:1).

To ensure an optimal experience for all users, we:

Maximize site visibility to ensure users first search the KM site before submitting support tickets.
Implemented GenSearch, where we average 34,000 searches monthly.
Incorporate feedback tools for users to provide recommendations for article improvement.

To bring custom branding and personalization to our site, we:

Use custom headers, custom branding, and 4,000 global variables to create personalized experiences.
Use custom JavaScript, HTML, DekiScript, and CSS to create buttons, banners, and specific navigation experiences.
Apply custom color schemes to product-specific help centers (i.e., our site's top-level categories, ~100 categories), so each help center has a streamlined feel with its product.

To maintain administrative scalability, we:

Store most content in several product-specific content repositories, which contain 210+ articles with hundreds of content snippets; these content snippets are reused throughout the site, so when we need to make a change to a snippet, we only have to do this in a single location (i.e., the repositories).
Use conditional content to document internal knowledge and processes.
Adhere to a strict style guide to ensure content is written and presented in consistent formats.

We've extended our NiCE KM site to other products, including:

Integration with Salesforce so that our customer service representatives have access to NiCE KM articles when working with cases. 
Integration with product APIs to automatically import data and information into articles. 
Expanding our existing integration with Ada, a chatbot vendor, to provide article content directly within bot conversations.
Embedding NiCE KM articles with direct links in product Chameleon tours and EasyGenerator, an eLearning platform.

Knowledge Management