oracle sales & marketing summit - knowledge management

1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Oracle Knowledge

Mauro CorvinoCRM Sales Consultant

Safe Harbor Statement

The following is intended to outline our general product

direction. It is intended for information purposes only, and may

not be incorporated into any contract. It is not a commitment to

deliver any material, code, or functionality, and should not be

relied upon in making purchasing decisions. The development,


release, and timing of any features or functionality described for

Oracle’s products remains at the sole discretion of Oracle.

Oracle Knowledge OverviewOptimize the Customer Experience

with Knowledge-Infused CRM


Why do organizations buy KMEach Service Channel is Managed as A Silo

Q: How Do I .. ?

Q: Where are you /?


Q: Where are you /?

Q: I Can’t log in / ?

How do I make

an international

wire transfer?

As a Result The Customer is Frustrated


• Consolidation and Staff Reduction

• Specialists forced to be Generalists

• Inconsistent Training

question?What’s the question?

The Agent Experience Isn’t Any Better


• Inconsistent Training

• Changing Product Set to Support

• Changing Systems and TechnologiesWhat’s the answer?

The Verdict


CRM with Embedded Knowledge Unifies

the Customer Experience


Oracle Knowledge

Across Service, Support and Sales we enable companies to…

The leading knowledge solution connects people to answers across all

customer channels including the Web, Contact Center, and Social

Communities.


Substantially lower support operating costs

Dramatically improve the customer experience

Increase productivity in the contact center

Oracle Knowledge Overview

How do I?

Where are you?

I can’t log in,

Handling Time

First Time Fix

Training

Competency

Multiskilling

Email Deflection

Call Deflection

Self Service

Answers


Index | Single Content Source

Intelligent

Search

An

aly

tic

sUnderstand intent

Understand content

Provide answers

What works

What does not

Iterative improvement

Stale

Fragmented

Siloed

Knowledge

Management

Authoring

Rating | Reputations

Case Linking | ForumsX X X X

Authoring

Rating | Reputations

Case Linking | Forums

Search Results RelevanceHow Search Works

Oracle Knowledge

Semantic Dictionaries

Healthcare High-Tech Insurance Manufacturing TelcoBanking BrokerageAutomotive Pharma


InQuira Semantic

Processing Engine

InQuira

Automated Self Service

Platform

Semantic

Index of Content

CompanyNames, Numbers,

and Acronyms

IndustryWords, Phrases

and Relationships

Base LanguageWords, Phrases

and Relationships

Over 100.000 semantic concepts ship

in Base and Industry Dictionaries

Some Not-So-Good Examples

� Too many knowledge sources in the Contact Centre

� Irrelevant results


� Answer is buried, too many clicks

� Not understanding intent

� Missed opportunities

Targeted

Promotion

Some Better Examples

� Single source of truth

� Best answer is not always a web page!

� Question: disambiguate


Understands &

Clarifies Intent

Immediate and

Relevant Results

� Extract

� Context: understanding intent

� Deflect: proactive support

Customer Service Interactions

Web Site Contact Center

Self Service EscalationResolve

Issue

Author

Knowledge

Measure

Effectiveness


Self Service EscalationIssue Knowledge Effectiveness

Web user performs a

search to find information

about a product they own.

Siebel - Self Service



The user can find

information from

multiple information

sources, including PDF



If the user cannot find the

information they seek,

they may try to submit a

support request to the


support request to the

contact centre

Siebel - Escalation

Before the case is

submitted we can attempt

to deflect the user from the

contact centre by


contact centre by

presenting relevant content

from the knowledge base

Siebel - Escalation

If the user persists they may

complete a form and submit


complete a form and submit

a case/.

Siebel - Escalation

/ which is automatically

creates a new case within


creates a new case within

the CRM system.

Siebel - Resolve Issue

Oracle Knowledge

Integration allows a call

centre agent to invoke

search directly within the

CRM environment


CRM environment


Invoking the search

automatically populates the

query from the

Summary/Title of the case.



Notice how the results are

displayed directly within the

CRM environment.




The agent can now select

any number of answers and

click add them to the case.



The CRM allows the agent to

view previously linked answers

for each case.

Siebel - Author Knowledge

In the event there are no


In the event there are no

good answers (i.e., a

content gap), the agent can

choose to recommend

content or create a draft if

entitled to do so.


Oracle Knowledge presents

an authoring page pre-

populated with information

from the case. The agent

can then author the solution

/


/


/ and submit it to Oracle

Knowledge Information

Manager allowing the


Manager allowing the

content to be approved for

general consumption on the

main website.

Proven ROI for Web and Call Center

25% Deflection rate to web self-service, 800 cases/month

15% Deflection to self service, community forums

26% Decrease in online email escalations


26% Decrease in online email escalations

47% Faster for agents to find relevant support information

27% Increase in First Contact Resolution

Brands that Differentiate on

use Oracle Knowledge

� 16.000 Agents

� 100 countries

� 11 Languages

� 1M daily web inquiries


� Over 2M at peak retail

� iLog / iDesk – Agents

� iKnow – Support

� AOSS – Online Store

Strong Global Customer BaseLeading Brands Across Key Industries

High Tech

FinancialServices


Retail / CPG

Communication

Manufacturing & Industrial

oracle sales & marketing summit - knowledge management

Business

oracle andor

oracle knowledge overviewhow

forums10 copyright

pdf16 copyright

centre17 copyright

opportunities12 copyright

technologies6 copyright

verdict7 copyright