Eptura

Nomination Details

We are honored to be considered for the Knowledge Management Innovation Award and excited to share how Eptura applies CXone Knowledge Management to solve the complex challenge of delivering a consistent knowledge experience for a multi‑product platform with users across 115 countries. 

Eptura - Building an Intelligent Knowledge Ecosystem 

Eptura is a global worktech company that delivers a unified, AI‑enabled platform for managing workplaces and assets by bringing together space booking, visitor management, maintenance, and facility operations in a single experience. 

We designed our knowledge ecosystem with ten independently searchable, product-specific learning paths. We architected it to serve multiple personas and stages of maturity through shared governance, analytics, and AI capabilities. This allows customers to access training and guidance reflecting their specific configuration and use cases, while reinforcing Eptura’s platform vision, reducing complexity for internal teams, and decreasing support load. 

As a result, our Product Engagement team can better adapt to how customers learn, search, and engage with tools to continuously optimize content based on real usage across 11.8K pages and 242 training videos. 

In 2025, this approach delivered measurable impact: 

• 1.8M page views across our knowledge ecosystem 

• 114.6K searches resulting in a click, indicating successful discovery 

• 25.8K views of embedded training videos, supporting multiple learning styles 

Rather than treating knowledge as static documentation, we transformed our Knowledge Center into a strategic system of record, powering self‑service, deflecting support cases, informing product education strategy, and integrating seamlessly with support, in‑product guidance, and AI‑powered experiences. 

1. Trust-Building Through Transparency 

We have enabled Generative Search (ExpertAI) for our Knowledge Centers, giving readers the option to activate AI‑powered search and use natural language to locate the information they need. To reinforce the importance of validating AI‑generated results, we applied a custom CSS highlight to clearly remind readers to verify them against the source articles. This approach promotes user awareness of AI reliability while preserving trust in our overall knowledge ecosystem. 

2. Data-Driven Translation through Behavioral Analytics 

We leveraged CXone’s instant translation capabilities across seven languages (French, German, Spanish, Simplified Chinese, Japanese, Italian, Dutch) not just as a feature, but as a strategic data-gathering mechanism. By analyzing real-time translation statistics, we identified language preferences for each specific product, enabling us to prioritize training video production based on proven user demand rather than assumptions. Our training videos sit within the relevant article, and they give our audience the ability to consume the content in their chosen learning style. 

3. Intelligent Support Case Deflection 

We embedded a CXone touchpoint directly into our customer support portal, automatically surfacing relevant knowledge articles as a customer starts creating a support ticket. This intervention point has helped deflect about 1,000 support cases per month, a measurable reduction in the support load. 

4. Multi-Channel Knowledge Integration 

We created a seamless knowledge ecosystem by: 

• API Integration: Powering the Eptura ChatBot to answer customer questions instantly. 

• ZoomIn Connector: Synchronizing knowledge articles into our support ticket system, enabling agents to search and link articles without leaving their workflow 

• In-Application Product Tours: Partnering with Scaled Customer Success to deliver educational product tours that guide users to relevant articles and embedded training videos at point-of-need. 

5. Marketing Synergy & Customer Engagement 

We extended knowledge management by partnering with Marketing to: 

• Include a Subscription Banner across all the entire knowledge center to allow customers to subscribe to our Product Updates through the Subscription Center. 

• Promote the company’s Flex/26 events (customer event series offered across North America, EMEA, and APAC regions) with tracking to measure the knowledge center's contribution to event attendance. 

These efforts quantify the knowledge center's marketing value. 

6. Eptura Knowledge Architecture 

Our Information Architecture ensures consistency and discoverability. We use Signpost Articles to guide readers to relevant content. These articles include both product and information‑type categories: 

• Quick Start: Accelerated onboarding for new users. 

• Working with the Product: Step-by-step usage documentation. 

• Onboarding Checklists: High-level implementation guidance. 

• Integration Library: Detailed information about product integrations with third-party systems. 

• Training Video Library: A collection of short videos covering module overviews and how-to procedures; these are designed to help you quickly grasp key concepts and skills. 

• What's New/What's Next: Latest release notes and “coming soon” roadmap visibility. 

• Dynamic Navigation: To prevent readers from feeling lost when navigating large amounts of content, we provide a left‑menu navigation that allows them to browse topics easily. The left menu can be shown or hidden as needed, and readers can also rely on the breadcrumb menu to stay oriented within the content.