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Oracle Knowledge Advanced Cloud for Multi-Channel Customer Service and Support Introduced

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Oracle Knowledge Advanced Cloud for Multi-Channel Customer Service and Support Introduced

November 12, 2015
By Peter Bernstein
Senior Editor

Study after study has validated that a top concern of enterprise C-levels, regardless of size or geographic location is enhancing the customer experience. It has been recognized that now and going forward delighting customers is the way to establish differentiated and sustainable value.  There is also recognition that in a world where customer interactions are increasingly done from their mobile devices, and with the expectation that organizations will interact with them according to how customers wish to do so, i.e., via chat, SMS, social media and now real-time video, that having multi-channel capabilities are a business necessity. 

Indeed, with multi-channel (aka omni-channel) moving from business nicety to necessity, another big trend is that the cloud is seen as optimal for enabling enterprises to accommodate and hopefully exceed user experience expectations as well as provide valuable information for capturing and acting upon all aspects of the customer journey efficiently and effectively. 

Given what are becoming urgent customer engagement requirements the launch of Oracle (News - Alert) Knowledge Advanced, a new cloud solution within the Oracle Service Cloud is noteworthy. It is aimed at addressing organizations’ needs to deliver a better customer experience, while reducing overall customer support costs.  The objective may sound simple but is critical and complex which is why Oracle has architected the solution to hide the complexity.  In short, it enables organizations, as the name says, to manage the customer experience knowledge they require to enhance customer experiences on an ongoing basis.

In making the announcement Oracle noted that it fully integrated into Oracle Service Cloud, the new cloud-based knowledge management solution.  The capability’s ease-of-use allows organizations to create and refine their knowledge assets to, “deliver a seamless cross-channel customer experience in 33 languages for both end customers and contact center agents”.

As a point of reference, Oracle cited Forrester Research’s (News - Alert) September 2015 report Vendor Landscape: Knowledge Management for Customer Engagement, “Knowledge delivered to the customer or the customer-facing employee at the right time in the customer engagement process is critical to a successful interaction,” wrote Kate Leggett, vice president & principal analyst, Forrester Research. “When done correctly, deeper knowledge can be used to personalize an interaction, increase customer satisfaction, reduce call handle time, lead to operational efficiencies, increase customer engagement, and ultimately drive conversion and revenue.”

Some of Oracle Knowledge Advanced cloud capabilities highlighted concerning the ability to leverage self-service channels include:

  • Highly accurate cross-lingual search using natural language processing and self-learning algorithms
  • Flexible authoring and workflow
  • Rich analytics and customizable self-service
  • Agent-facing knowledge applications.

Additionally, a federated search capability lets organizations find and display knowledge in one single interface regardless of where it is located, including the knowledgebase, other content stores and social sites.

The new release provides a complete web self-service solution with the integration of Knowledge Advanced and Customer Portal. Oracle describe the benefits as enabling brands to easily create and deploy “pixel perfect” service experiences using built-in tools and widgets.

“Oracle’s internal deployment of Oracle Knowledge Advanced along with Oracle Service Cloud has been a huge success”, said Mark Sunday, CIO Oracle. “Oracle’s ‘My Help Customer Portal’ offers a single place for our employees to find out how to do something, make a request, or obtain support. In addition to modernizing the support experience for Oracle employees, it has helped IT and other internal service providers be more efficient, proactive and productive by including Knowledge directly in the support process.”

There is an old saying that “Knowledge is Power.” It has never been more relevant when it comes to customer engagement. It certainly puts a premium on multi-channel capabilities and the use of the cloud as the vehicle to obtain and process all aspects of the customer journey. 

Edited by Stefania Viscusi

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