What is Oracle Knowledge 8.5?
Oracle Knowledge 8.5 delivers significant enhancements to search, authoring, analytics, and language support, and introduces a new module – AnswerFlow - for guided service resolution. Quicker search and flexible authoring increase customer satisfaction and agent productivity while lowering operating costs.Analytics tied to key performance indicators (KPIs) drive greater visibility into service levels. Guided service resolution processes with AnswerFlow increase first contact resolution rates and deliver process efficiencies. One-click language support for over 200 languages and flexible regional/locale support expands geographic coverage and makes global administration easier, improving the customer and agent experience.
Benefits and Insights
Why use Oracle Knowledge 8.5?
Key differentiators & advantages of Oracle Knowledge 8.5
- Enhanced customer experience with relevant search and content results in user’s own language
- Increased agent productivity with efficient authoring tools for quick, precise content updates across geographies
- Higher web self-service rates with community posts attachments to enable customers to provide more information
- Better service levels with role-based analytics and scorecards to identify and improve on KPIs
- Greater first contact resolution with AnswerFlow’s guided knowledge delivery and service resolution
- Improved agent experience and efficiency with InfoCenter and iConnect user interface improvements
- Seamless integration to Siebel, Oracle CRM OnDemand, and other CRM solutions
- Expanded technology platform support and optimized performance with Exalogic and Exadata deployment