Avaya is Answering Customer Questions 82% Faster with Oracle by Nav Chakravarti
By Tuula Fai on Apr 23, 2013
Date: Thursday, April 25 1 PM EDT
Talk about a quick reply! Thanks to a recent deployment of Oracle Knowledge for expanded self-service capabilities Avaya is now providing faster and more informed support to clients and partners. This is to the tune of 82% faster for support searches alone--due to better findability and a rapidly growing knowledge content library.
Avaya delivers collaboration and communications solutions, including unified communications, real-time video collaboration, contact center, networking and related solutions and services, to companies of all sizes around the world. Avaya has been in the knowledge management game for a long time. But, as they grew, they began to find their legacy knowledge system could not keep up with the global demands for scalability and reliability that Avaya’s business and support required.
With the adoption of Oracle Knowledge, Avaya achieved a 25% increase in knowledgebase use in just six months―with engineers publishing 14,473 new articles and using the knowledgebase to resolve 36,401 cases quickly and easily. Support team members can now search the knowledgebase 82% faster and open an article more than 66% faster than with the legacy system. This means they can resolve cases and locate answers to customer inquiries more quickly.
In addition to the stand-alone search and authoring interface of Oracle Knowledge, Avaya implemented Oracle Knowledge’s pre-built connector to its Siebel Contact Center environment. This enables support personnel working in the Siebel environment to access content from Oracle Knowledge without opening a new interface, saving time and effort and allowing agents to easily create new content or provide existing knowledge to clients and partners.
The webinar, called Knowledge Centered Support (KCS) as the Key to Great Service, will explore Avaya’s new knowledgebase system firsthand and delve into how Oracle Knowledge can help your organization. Join Nav Chakravarti, Vice President of Oracle Knowledge product management; Monique Cadena, Knowledge Centered Support (KCS) Manager at Avaya; and Paul Jay, Founder and President of The Center for Client Retention and ICMI for this in-depth discussion. To attend, simply register here.