OCC was a partner in providing the solution for a toolset aimed at organisations operating help desks with the facilities needed to manage their resources, by increasing flexibility and expanding the support they provide.

Knowledge Management Tools

By leveraging innovative technologies like XML-based knowledge, together with intelligent user interfaces which integrate knowledge management with performance feedback tools, ASSIST manages and exploits the expertise gained in specific problem solving situations.

With its integrated intelligence, ASSIST collects these solutions from on-site help desk operators and from remote workers, catalogues it, combines it with feedback collected in similar problem-solving situations and makes it available to these operators through a valuable and powerful diversity of channels.

Expertise and Facilities for Remote Workers

The role of "teleworking" offers unique solutions to organisations offering on-call and emergency support. Since help desks are so knowledge intensive, providing these remote workers with the support they need can be difficult. Support for teleworking is a fundamental goal of ASSIST.

Assist allows managers to monitor the actual number of work hours performed and incidents handled by remote workers, and allows these managers to make decisions about allocating work to either on-site employees or to typically more expensive remote workers.

ASSIST's Approach to Building and Optimising Expertise

Resources include customer care information systems, interpersonal communication facilities, knowledge management tools, and intelligent agents which accompany operators and recommend action, work together to provide a complete knowledge management package.

These intelligent agents constantly survey helpdesk operators' performance. They emerge and expand their knowledge, and provide up-to-the-minute recommendations and assistance to those operators.

The ASSIST toolset consists of a portal for help desk operators and a module for management staff that allows the monitoring and organising of information, and faciliates the task of scheduling work hours.

ASSIST's prototype approach will continue to evolve. Successive versions of ASSIST will be released to provide constant validation and improvement. In the real-world controlled environments of two diverse market sectors, telecom and postal services, ASSIST will continually cultivate and migrate everything learned that’s relevant to business.

OCC's Partners for ASSIST:
Datatech (Italy)
Digital Sima (Greece)
Saios (Luxembourg)
Siemens Information and Communication Networks SpA (Austria, Germany, Italy)
Somepost Informatique SA (France)