How to use CXone Expert

Use CXone Mpower Expert to create, manage, extend, and optimize your content.

Create and manage your content

Analyze the existing content and create what is missing
Identify common questions and pain points
Target the keystone content and spot opportunities to improve underperforming documentation

Extend your content

Into web offerings for self-service: knowledge base (KB), web portal
Into your CRM (Salesforce, SAP, C4C, Dynamics 365) to organize relevant information in one place
To your agents for a seamless experience when customers arrive from web search and other self-service channels

Optimize your content

Optimize your content for web search so customers can find the information and support they need quickly
Capture metrics and improve your content to deliver frictionless CX interactions to your customers

The word Expert with four quadrants around it: 1) Create, 2) Manage, 3) Extend, and 4) Optimize. Arrows flow from one quadrant to the next to illustrate the phases of knowledge management.