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Oracle Product Overview -VI : ( Knowledge Management)

Oracle's products for knowledge management help users find useful knowledge contained in corporate information stores.

Oracle Knowledge for Contact Center

Oracle knowledge management capabilities are fully integrated with Siebel Contact Center for a one-stop solution that helps service organizations realize unprecedented levels of agent efficiency, accuracy, and consistency in every service interaction.

One-click intelligence built into the Siebel Contact Center interface offers agents immediate access to a full range of intent-based knowledge management capabilities

Data sheet for further reading [1].

Oracle Knowledge for Web Self Service

Builds tools around social networking to enable customers and your organization to glean the best content from the user community on an ongoing basis.

Transform your customers’ self-service experience—increase online resolution rates, reduce calls into the contact center, and substantially reduce support costs

Oracle Knowledge for Web Self Service enables your organization to

  • Empower consumers to comment on the self-service experience in online surveys that capture content ratings and feedback
  • Connect customers with a wide range of opinions and ideas within interactive peer to peer discussion forums
  • Leverage community conversations in the knowledge
  • creation workflow to efficiently turn social discussions into reusable answers
  • Offer subscription services to deliver smart feeds of content that keep customers apprised of vital information
  • Tap into the next generation of service and leverage the power to build social reputations and new communities of experts

Data sheet for further reading [2].