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