By Tom Floodeen on Feb 13, 2012
Increasing customer satisfaction while containing service costs in an ever more competitive landscape is critical to ensuring business success. One of the largest factors contributing to service costs is lengthy calls into the contact center. Contact center managers are constantly striving to shave seconds off of call handling times. Improving the performance with Oracle Knowledge (formerly InQuira) can reduce average call handling times while improving customer satisfaction. Improving the performance with Oracle Knowledge can also improve web-facing performance. According to Jupiter Research, 33% of dissatisfied website visitors attributed their dissatisfaction to the website being too slow.
Oracle’s engineered system (hardware and software optimized to work together) for Oracle Knowledge is the Exalogic Elastic Cloud and Oracle’s engineered system for the Oracle database is the Exadata Database Machine. Together, these engineered systems can improve customer satisfaction by improving the performance of Oracle Knowledge by 2x over its already industry-leading baseline performance on a traditional hardware/software stack. For an organization receiving 250,000 calls per day, that translates to $21.9m in savings per year in just contact center labor – not including the benefits of consolidation, integrated management/monitoring, and any additional top-line revenue that is gained by loyal customers who receive an excellent support experience.
Learn more about how Oracle Knowledge, coupled with the right platform, can lower your costs and increase your customers’ satisfaction levels.