i-Context powers knowledge management at Dialog Axiata

With the volume of new products and services being provided by Dialog Axiata to its ever growing customer base, Dialog ensures that their Contact Center Agents and Front Office Staff are well versed with each and every aspect of these offerings to serve their ever growing, loyal customer base.

Recognition of the criticality of this success factor has helped them to become a market leader in Customer Service.

In order maintain their Number One mobile operator status, Dialog makes a significant investment in the training and development of their employees. To help them further enhance the management and dissemination of product and corporate knowledge, i-Context Content Convergence (Pvt) Ltd., a pioneer in e-Learning and Knowledge Management (KM) Solutions in Sri Lanka has provided Dialog with the iBrainstorm Social Learning Portal powered by the iKnowledgeKMS Knowledge Management System. This Knowledge Management System was launched recently, greatly enhancing the knowledge management practice which has been active at Dialog, especially in the contact center.

The iKnowledgeKMS Knowledge Management System has been developed with Web 2.0 features which enhance interaction and collaboration among users, and aspects of social learning to improve both user participation and the quality of captured knowledge items, facilitating knowledge dissemination across the organisation.  Role based security, customisable workflows and powerful reporting features ensure that the iKnowledgeKMS can be easily deployed to suit the needs of any organisation.

Bevin Gabriel, head of Sales and Business Development at i-Context stated “with the rapid growth taking place after the end of war in Sri Lanka which has resulted in ever increasing demand for knowledge based services in telecommunication, banking, hospitality and health industries, we see a great deal of interest in leveraging knowledge management to improve service levels and competitiveness. Dialog, being a company that has always invested in technology wisely to retain their industry leadership, has been among the leaders in utilising Knowledge Management practice to ensure corporate growth and sustainability.”

Channa Gunawardena, Solutions Architect at i-Context mentioned that “its use of appropriate new technology, rich and relevant feature set and a licensing model conducive to local market needs helped the iKnowledgeKMS Knowledge Management System, a totally Sri Lankan product, to win against some of the biggest names in the global software industry.” i-Context CEO Anjana Ratnasara said that “It is a fulfilling experience to be working with a technology thought leader and an early adopter of i-Context’s enterprise e-Learning Suite. Dialog has taken another bold step forward by taking the strategic decision to extend the solution to include a Knowledge Management system, recognising the importance of the knowledge worker in today’s business environment.