Not All Knowledge Management Systems Are Created Equal

You’ve heard your customer service peers extolling the virtues of Knowledge Management. How giving agents one version of the truth across channels helps increase their productivity and ability to satisfy customers. And how giving consumers access to your knowledge base online help them serve themselves, so they get fast, accurate answers.

But what you may not know is that all Knowledge Management systems aren’t created equal. Many traditional Content Management Systems (CMS) allow you only to create and post content with limited search capabilities. That’s not enough for today’s digital generation of customers who demand the right answer at the right time through any channel or device. And, it’s not enough for today’s contact center agents who handle increasingly complex service requests coming through multiple touchpoints—web, social and mobile.

So what kind of knowledge management solution enables you to provide customers with the right answer at the right time? One that is smart enough to:

  • Determine the context of a customer’s online search to guide him or her to relevant content or troubleshooting
  • Search across multiple sources inside and outside the organization to find the most relevant answers
  • Integrate with your CRM and other mission-critical applications for seamlessly end-to-end service processes
  • Rapidly scale across your enterprise to meet changing business and customer needs
  • Provide analytics for continual knowledge improvement

Oracle’s Knowledge Solutions provide all the above and more. Just look at the results of our customers:

  • Jackson Hewitt’s just-in-time knowledge has increased its tax agents' productivity and decreased their training time by 15-20%
  • Vertafore’s agent knowledge base has reduced Mean Time To Resolution by 30%
  • Lantronix’s searchable knowledge answers on its support site have reduced calls and emails by 40%.

 

Learn more about Oracle’s Knowledge Solutions on our website or attend a CloudWorld event near you. 

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