By Richard Lefebvre-Oracle on Dec 04, 2012
It’s no secret that we like Iron Man here at Oracle. We've certainly got stuff in common: one of the world’s largest technology companies and one of the world’s strongest technology-driven superheroes. If you've seen the recent Iron Man movies, you might have even noticed some of our servers sitting in Tony Stark’s lab. Heck, our CEO made a cameo appearance in one of the movies.
Yeah, we’re fans. Especially as Iron Man is a regular guy with some amazing technology – like us. But Like all great things even Superheroes need upgrades, whether it’s their suit, their car or their spacestation.
Oracle certainly has its share of advanced technology. For example, Oracle acquired InQuira in 2011 after years of watching the company advance the science of Knowledge Management. And it was some extremely super technology. At that time, Forrester’s Kate Leggett wrote about it in ‘Standalone Knowledge Management Is Dead With Oracle's Announcement To Acquire InQuira’ saying ‘Knowledge, accessible via web self-service or agent UIs, is a critical customer service component for industries fielding repetitive questions about policies, procedures, products, and solutions.’ One short sentence that amounts to a very tall order.
Since the acquisition our KM scientists have been hard at work in their labs. Today Oracle announced its first major knowledge management release since its acquisition of InQuira: Oracle Knowledge 8.5. We’ve put a massively-upgraded supersuit on our KM solution because we still have bad guys to fight. And we are very proud to say that we went way beyond our original plans.
So what, exactly, did we do in Oracle Knowledge 8.5? We did what any high-tech super-scientist would do. We made Oracle Knowledge smarter, stronger and faster.
First, we gave Oracle Knowledge a stronger heart:
- Certified on Oracle technologies, including Oracle WebLogic Server, Oracle Business Intelligence, Oracle Exadata Database Machine and Oracle Exalogic Elastic Cloud.
- Huge scaling and performance improvements.
Then we gave it a better reach:
- Improved iConnect functionality that delivers contextualized knowledge directly into CRM applications.
- Better content acquisition support across disparate sources.
- Enhanced Language Support including Natural Language search support for 16 Languages.
- Enhanced Keyword Search for 23 authoring languages, as well as enhanced out-of-the-box industry ontologies covering 14 languages.
And finally we made Oracle Knowledge ridiculously smarter:
- Improved Natural Language Search and a new Contextual Answer Delivery that understands the true intent of each inquiry to deliver the best possible answers.
- AnswerFlow for Guided Navigation & Answer Delivery, a new application for guided troubleshooting and answer delivery.
- Knowledge Analytics standardized on Oracle’s Business Intelligence Enterprise Edition.
- Knowledge Analytics Dashboards optimized search and content creation through targeted, actionable insights.
- A new three-level language model "Global - Language - Locale" that provides an improved search experience for organizations with a global footprint.
We believe that Oracle Knowledge 8.5 is the most sophisticated KM solution in existence today and we’ve worked very hard to help it fulfill the promise of KM: empowering customers and employees with deep insights wherever they need them. We hope you agree it’s a suit worth wearing.
We are continuing to invest in Knowledge Management as it continues to be especially relevant today with the enterprise push for peer collaboration, crowd-sourced wisdom, agile innovation, social interaction channels, applied real-time analytics, and personalization. In fact, we believe that Knowledge Management is a critical part of the Customer Experience portfolio for success. From empowering employee’s, to empowering customers, to gaining the insights from interactions across all channels, businesses today cannot efficiently scale their efforts, strengthen their customer relationships or achieve their growth goals without a solid Knowledge Management foundation to build from.
And like every good superhero saga, we’re not even close to being finished. Next we are taking Oracle Knowledge into the Cloud. Yes, we’re thinking what you’re thinking: ROCKET BOOTS! Stay tuned for the next adventure…
By Nav Chakravarti, Vice-President, Product Management, CRM Knowledge and previously the CTO of InQuira, a knowledge management company acquired by Oracle in 2011