Thursday, June 16, 2011

i-Context Powers Knowledge Management at Dialog Axiata

With the volume of new products and services being provided by Dialog Axiata to its 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.

 Exchanging of agreements to implement Knowledge Management (KM) Solution.
L to R, from Dialog Axiata, Prasanthan Subramaniam, Rochelle Gomez, Hemaka Balasuriya (Manager Customer Experience), Kapil Sharma (GM - Group Service Delivery Management) and from i-Context Anjana Ratnasara (CEO), Channa Gunawardena and Bevin Gabriel 

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 organization. Role based security, customizable workflows and powerful reporting features ensure that the iKnowledgeKMS can be easily deployed to suit the needs of any organization.

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 utilizing 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.”

In conclusion Anjana Ratnasara – CEO, i-Context 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, recognizing the importance of the knowledge worker in today’s business environment. As long time partners we at i-Context are extremely pleased to have provided this solution to Dialog Axiata”.

IIHE and i-Context sign MoU to provide best in class ICT enabled services to students

The Imperial Institute of Higher Education (IIHE), recently signed up with i-Context (Pvt) Ltd, to deploy a comprehensive Academic Management and Virtual Learning environment, the Virtual Academy®.
Virtual Academy® is the latest cloud based application offering from i-Context, a fully integrated, centralized administrative and e-Learning platform that unifies services, academic delivery, administrative management, and reporting for the range of private, public, and postsecondary education institutions.

 Dr. T.S Weerakoon (CEO – IIHE) & Anjana Ratnasara (CEO/Director – I-context) exchange MoUs’ while
Varnika Soysa (Snr. Manager – Marketing, IIHE) & Bevin Gabriel (Head of Business Development & Sales, I-Context), look on

Imperial Institute of Higher Education (IIHE), the ONLY institute in Sri Lanka, which is DIRECTLY associated with the University of Wales, UK, to offer degrees in Business, Software Engineering and MBA. Keeping in line with the vision of providing best in class facilities to students, IIHE is now re-located conveniently at a spacious campus near Majestic City. This new development will now further enhance the student experience, with features such as, online student registrations, web based payments, re-visiting lectures if in the case of students being absent or be present at the lecture from a remote location via internet, etc.

Speaking at the event, Anjana Ratnasara, CEO of i-Context stated “Sri Lanka's quest is to become a knowledge hub and it is of paramount importance to have skilled human capital available in the country to achieve this objective. Institutions such as the IIHE play an integral and important role in nurturing the skills and talents of our youth, to fulfill the aspirations of the nation. Therefore we feel privileged to partner with IIHE to provide the Virtual Academy® solution, which will enable them to streamline the academic administration, and to enhance the learning experience of their student population using cutting edge ICT advancements, while also helping Sri Lanka as a nation to fulfill its country development goals.”

“We are excited about the capabilities of this system and the transformation that it will bring to the IIHE” said Dr. Thilak Weerakoon, Chief Executive Officer at IIHE. “In order to provide the best possible learning and administrative environment for the IIHE , we needed a product that is flexible, integrated, and easy to use, with 21st century technology. I’m confident that, after a comprehensive evaluation, we have selected the right solution which will cater to the present and future needs of IIHE.”