New Cloud Service from Oracle Enhances Knowledge Management

A new cloud-based knowledge management solution within the Oracle Service Cloud is has been launched to help organizations deliver a better customer experience, while reducing overall customer support costs. Oracle Knowledge Advanced cloud is fully integrated into Oracle Service Cloud, and is aimed at helping 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.

Oracle Knowledge Advanced cloud makes it easier to find help, including the how-to and the trouble shooting information, both for customers and contact center agents, explained Nav Chakravarti, vice president for product management for Knowledge Management Solutions at Oracle.

Chakravarti was part of the founding team at Inquira, a provider of knowledge management solutions that support web self-service, agent-assisted service, and customer communities. The company was acquired by Oracle in 2011. First offered by Oracle as an on-premise product, with the additional cloud offering, the Oracle product builds on core functionality from the Inquira acquisition and addresses an emerging need among customers, said Chakravarti. “A lot of our customers are moving to the cloud and we wanted to be able to offer that choice and functionality in the cloud. We are taking some of the key assets from that acquisition, simplifying it, and adding the cloud ethos to it in terms of simplicity, maintainability and making it part of the Oracle Service Cloud.”

The new solution is aimed at helping to deliver information to customers and customer-facing employees at the right time which is critical to a successful interaction and can allow organizations to personalize an interaction, increase customer satisfaction, reduce call handle time, lead to operational efficiencies, increase customer engagement, and drive conversion and revenue.

Oracle Knowledge Advanced cloud delivers accurate cross-lingual search using natural language processing and self-learning algorithms, flexible authoring and workflow, rich analytics and customizable self-service and agent-facing knowledge applications. By taking advantage of federated search, organizations can find and display knowledge in one single interface regardless of where it is located, including the knowledgebase, other content stores and social sites.

Charkravarti said it dawned on him one day as he was on the phone with the call center of a credit card provider that many times when agents complain that their systems are running slow, the problem is that they are actually having difficulty locating right information, and are searching through online manuals and asking coworkers for advice.

Oracle Knowledge Advanced cloud helps organizations drive efficiencies across the contact and engagement center by empowering agents with timely information at the point of need. In addition, the new release provides a complete web self-service solution with the integration of Knowledge Advanced and Customer Portal that enables brands to easily create and deploy pixel perfect service experiences using built-in tools and widgets.

Oracle Service Cloud is part of Oracle's Customer Experience Cloud, which, in addition to the new Oracle Knowledge Advanced cloud, also includes Oracle Marketing Cloud, Oracle Sales Cloud, Oracle Social Cloud, Oracle Configure, Price and Quote Cloud and Oracle Commerce Cloud.