What is Knowledge?

wildlifeplaincityΔιαχείριση

6 Νοε 2013 (πριν από 3 χρόνια και 7 μήνες)

179 εμφανίσεις

Influence Service ROI via
Oracle Knowledge

TBD


<date>

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

Insert Information Protection Policy Classification from Slide 16

2

Confidential


Oracle Highly Restricted

Copyright

©

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

2

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.

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

Insert Information Protection Policy Classification from Slide 16

3

Confidential


Oracle Highly Restricted

Agenda


Customer Experience Trends


Knowledge Defined


Value of Knowledge


Introduction to Oracle Knowledge


Demonstration


Customer Success


Roadmap & Summary


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

Insert Information Protection Policy Classification from Slide 16

4

Confidential


Oracle Highly Restricted

Trends

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

Insert Information Protection Policy Classification from Slide 16

5

Confidential


Oracle Highly Restricted

Customer Expectations are Rising

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

Insert Information Protection Policy Classification from Slide 16

6

Confidential


Oracle Highly Restricted

But The Right Answer Is Hard to Find

Pace of Innovation

Product and Service Complexity

Content & Data Volume

Information Silos

Global Scale

Pace of Innovation

Product and Service Complexity

Content & Data Volumes

Siloed

Information Sources

Global Scale

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

Insert Information Protection Policy Classification from Slide 16

7

Confidential


Oracle Highly Restricted

Knowledge Management
Bridges The Gap




Improve
Customer Satisfaction



Deflect Calls to Lower Cost
Channels



Enable Customer Advocacy



Improve Agent Productivity

Benefits to Your Organization

Right
Answers


Right Time


Right Context

What is

Knowledge Management?

What is Knowledge?



... a familiarity with someone or something,
which can include
facts
,
information,

descriptions

...

(from
en.wikipedia.org
)


K
nowing
-

all that is known, an

organized body of information
..

(from the Oxford American Dictionary)


Information upon which we can take action

(from Consortium for Service Innovation)



Knowledge



Information



Context

=

+

What is Knowledge Management?


People


Create a sharing culture


Process


C
ontinually learn and improve


Technology


A
n integrated set of capabilities

Knowledge Management Examples

Keep this slide
for presentation

Knowledge Management Examples

Keep this slide
for printing

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

Insert Information Protection Policy Classification from Slide 13

13

Knowledge Management

Value

Knowledge Enables Customers and Empowers Agents

Low Complexity

High Complexity

High Value

Low Value

I forgot my
password?

Upgrade my
Plan

ENABLE

Customers

EMPOWER

Agents

Knowledge Reduces Case Resolution Costs

Source: SSPA Support Benchmark Study


Case Routing

Who should this


go to?

Service
Activity

CTI & Workforce
Mgmt

5%

Productivity
Tools

Non
-
Automated

CRM


Case Mgmt

Case Tracking

Case Resolution

What is the
problem?

Where is the answer?

80%

15%

Cost of
Providing
Service

Knowledge Management focuses
on the


largest cost
of providing service:

Case Resolution
.

Sample ROI Analysis For KM Deployment

Operational KPIs

CONSERVATIVE

PRAGMATIC

AGGRESSIVE

Savings through improved productivity of call centre agents

11.2M

13.4M

17.9M

Savings through improved First Call Resolution Rates

3.73M

5.6M

9.3M

Improved Ramp
-
up times for call centre agents

1.1M

1.7M

2.3M

Reduced Churn through improved service levels

698K

1.4M

2.8M

Increased deflection to web from call
centres

& emails

2.9M

5.8M

8.7M

TOTAL BENEFITS

19.6M

28M

41.1M

Assumptions:


Sample

ROI Analysis for a large Telco


Knowledge is deployed cross
-
channel


WSS, Chat, Email Contact Center


Knowledge integrates tightly to existing CRM (Contact Center + WSS)


Assume existing content sources are
being leveraged by
Knowledge Management

System

Oracle Knowledge

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

Insert Information Protection Policy Classification from Slide 16

18

Confidential


Oracle Highly Restricted

Cross
-
Channel
Contact Center






Knowledge
Management



Field

Service

Web Customer
Service


Oracle Service

Policy

Automation

Customer Data Management

Oracle Service delivers
connected engagements
that empowers
businesses to
understand needs
,
solve problems
, and
delight customers

© 2011 Oracle Corporation


Proprietary and Confidential


19



Oracle Knowledge Customers

Consumer Goods

High Tech

Financial

Services

Communications

Pharma
/Auto/Manufa
cturing

Oracle Knowledge
Adoption Trends

Who is buying?

Why are they
buying?


Looking to transform service infrastructure


Seeking to increase customer
sat while decreasing costs


Customers with
complex, mature or enterprise needs


Customers who have on premise Oracle products and want a
solution that integrates
out of the box

Capabilities of Effective KM

Point of Delivery

Where knowledge

is used or surfaced

Self
-
Service

Application

Service

Agent Desktop

Transactional

Applications

Interaction Services

How users interact &

get answers

Knowledge

Browse

Search

(Query & Results)

Wizards &

Decision Trees

Information
Mgmt

How knowledge

is created or captured

Authoring &

Workflow

Content

Indexing

Collaboration &

Sharing

Measurement

How experience, process

and value are measured

Creation &

Efficiency

Queries &

Clicks

Answer Value &

Reuse

Integration Services

How knowledge

systems are integrated.

APIs

UI Integration

APIs

CRM
Integration

Content

Synch

Oracle Knowledge Overview

K
NOWLEDGE
P
LATFORM

K
NOWLEDGE

S
ERVICES


A
NALYTICS

I
NTEGRATION


API
S

S
EMANTIC

S
EARCH

A
UTHORING
.

M
ULTI
-
LINGUAL

I
NDUSTRY

DICTIONARIES

L
ANGUAGE

I
NDUSTRY

C
OMPANY

I
NTENT

C
OLLABORATION

K
NOWLEDGE

FOR

W
EB

S
ELF

S
ERVICE

K
NOWLEDGE

FOR

C
OMMUNITIES


K
NOWLEDGE

FOR

C
ONTACT

C
ENTER


R
EFERENCE
A
PPLICATIONS

Oracle Knowledge
Differentiators

1.
Understand Language

2.
Determine Meaning or “Intent”

3.
Find Answers Anywhere

4.
Deliver in Context of Interaction

5.
Collaborate & Create New
Knowledge

6.
Analyze and Improve

…How do I add another user?

…Is feature X supported with my service?

…Am I entitled to additional bundle discounts?

…Is this service included with my handset?




Intranet

Website

CRM Case

notes

Product Manuals

Social Forums

File Systems

NOT…

Product
Demonstration

Knowledge

WSS


Multi
-
lingual, NLP Search



Browse Knowledgebase by
Categories


OOB Deflection Support


Integrated Case Management



Guided Navigation Flows for
Troubleshooting

Understand

Empower

Adapt

Oracle Knowledge for Web Self Service

Advanced Knowledge for Web Self Service : Empower Customers

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

Insert Information Protection Policy Classification from Slide 13

27

AnswerFlow

in Use

Greg can’t connect to the
Internet

He uses iPhone Internet
troubleshooter

It interactively
troubleshoots and resets
cable modem

This is frustrating,
my Internet is down
again

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

Insert Information Protection Policy Classification from Slide 13

28

Knowledge

Contact Center

Customer submits
CRM Service
Request

Agent investigates
the issue across
multiple data
sources

Agent is unable to
find solution and
creates
recommendation

Agent creates new
solution that
progresses
through workflow

Agent

links solution to
CRM Service
Request

Oracle Knowledge In the Contact Center


Intelligent Search

Patented NLQ

Context
-
Driven

S.I.D.

Single Integrated

Agent Desktop

Click
-
2
-
Author

Simple Authoring

Agent Feedback

Smart Lists

Rapid Scan Excerpts

Quick Access

Communities

Expert Forums

Social Reputations

e

Knowledge
Touchpoints

Oracle Knowledge for Contact Centers

Advanced
Knowledge
for Contact Center Agents

Precise Answers


Context Aware Intent
-
based NLP

Unified Answer Sources


Federated Index & Search


Knowledge Harvest


At the Speed of Your Business

Easy & Proactive


Intuitive Power


Global Scale


Voluminous Multi
-
lingual Content

Understand

Empower

Adapt

Productized pre
-
integration with Siebel Contact Center

Contextual Knowledge Delivers ‘Answers’

Agents Obtain Feedback / Draft New Content

.. And Get Answers From
T
he Community

Customer
Success
Stories

35

Copyright © 2011, Oracle and/or its affiliates. All rights
reserved.

Nationwide Improves Productivity by 22%

COMPANY OVERVIEW


Nationwide Mutual Insurance Company offers a range of
financial products and services for individuals and business
clients.


Industry: Financial Services


Employees
: 35,000


Revenue:
US$ 19,848M


CHALLENGES/OPPORTUNITIES


Supporting complex life insurance, annuities and pension

products was increasingly difficult with ineffective knowledge


Existing knowledge content was difficult to keep current and
users did not trust the information’s accuracy or timeliness


Current KB lacked effective search tools, so even if the right
information existed, users weren’t able to find it in a timely
manner


SOLUTIONS


Oracle
Knowledge


Contact Center

RESULTS


Subject matter experts became more
productive and timely in managing content
and workflow publishing


Oracle Knowledge search improved answer
accuracy by 58%


Improved knowledge access and accuracy
improved agent productivity; agents
increased calls handled by 22% per shift

October 2011

36

Copyright © 2011, Oracle and/or its affiliates. All rights
reserved.

Comcast Simplifies Answering Complex
Questions

COMPANY OVERVIEW


Comcast Corporation (Comcast) is a provider of video, high
-
speed
Internet and phone services (cable services) to residential and
business customers in the United States.


Industry
: Telecommunications


Employees
: 102,000


Revenue:
US$ 37,937M


CHALLENGES/OPPORTUNITIES


Comcast struggled with answer accuracy and consistency

using four separate systems to mange self
-
service, contact

center, troubleshooting, and dispatch knowledge


Comcast needed to expand agent
-
level knowledge to the

web to help deflect 100M support calls, 13M v
-
mails

DAILY


Needed to improve the agent experience
-

providing faster & more
intuitive access to knowledge to reduce; AHT, repeat calls, &
unnecessary truck rolls


SOLUTIONS


Oracle
Knowledge


AnswerFlow


Self
-
Service


Mobile & Web


Contact Center

RESULTS


Oracle Knowledge’s new process
-
driven Answer
Flow technology provides consistent treatment of
complex technical issues minimizing escalations,
agent ramp time, & unnecessary field dispatch



Oracle Knowledge provides an Integrated view
of customer account and device information;
increasing self
-
service success with improved
agent productivity



Oracle Knowledge will power self service to over
23M Comcast customers and 40K Comcast
employees focused on sales, billing, retention,
technical support, & field dispatch

October 2011

37

Copyright © 2011, Oracle and/or its affiliates. All rights
reserved.

Avaya Standardizes on Oracle Knowledge to Unify
Knowledge Across Domains

COMPANY OVERVIEW


Avaya is a global provider of business collaboration and communications
solutions, providing unified communications, contact centers, networking and
related
services


Industry: Business Communications Solutions


Employees
: 17,500
,
Revenue
:
US$ 5.1B


CHALLENGES/OPPORTUNITIES


With over 110,000 native articles, and over 300,000 external content items


the older knowledge solution had stability issues


Several key functional aspects were found wanting, including:


Efficient, cleaner way to author content


Better way to reuse content


Accuracy & performance of search


The older solution did not provide ability to tie knowledge with service
requests


thus participation was not being tracked


SOLUTION DELIVERED


Oracle
Knowledge integrated with Siebel Contact Center


Integration with Avaya’s custom operation reporting platform


RESULTS


25% increase in usage within six months



20% increase in knowledge linking within
cases (i.e. increase in knowledge influence on
service management)



Increase in self
-
service with auto
-
generated
FAQs of top searches &
content



82% improvement in search experience and
speed of finding answers



70% improvement in user participation in
contributing knowledge


October 2011

Summary

Oracle Knowledge Investment and Roadmap

Knowledge Applications


AnswerFlow Enhancements


Advanced Knowledge for
RightNow

Agent Desktop, WSS and Smart Assistant


Knowledge Widgets

Knowledge Authoring


Bi
-
directional language (Hebrew, Arabic)
authoring and admin


KCS v5 Features

Semantic Search


New Languages


Hebrew, Arabic, Turkish,
Swedish


Additional multi
-
lingual vertical dictionaries


Case link based relevancy

Analytics


Additional KCS reports


Performance and logging enhancements

Core Technologies


SQL Server 2008 & Tomcat
Support and
Upgraders



Knowledge Applications


Advanced Knowledge for
RightNow



Chat
and SSO Integration


Mobile Knowledge Widgets


AnswerFlow versioning and deployment


Knowledge for Siebel
OpenUI

Knowledge Authoring


Ongoing improvements to KCS v5 Features


Web Search integration

Semantic Search


Support for additional
languages


SEO based features

Analytics


AnswerFlow Analytics


Additional drill down capabilities

Core Technologies


Additional Browser, Database and OS
Support

8.5.1

What’s Next

Knowledge Applications


AnswerFlow


Guided Knowledge


A
gent Knowledge (
iConnect
) enhancements


Siebel and CRMOD integration
e
nhancements


Web Self Service in 9 new languages

Knowledge Authoring


Global find and replace


Enhanced future date publishing


Localization enhancements

Semantic Search


Support for regional NLP variations (3
-
level)


Additional (16) multi
-
lingual vertical
dictionaries


Performance improvements


30% to 85%

Analytics


Re
-
architected Analytics for scale


Queue based real time data capture


KPIs Dashboards and Scorecards

Core Technologies


Weblogic
, OBIEE, ODI, Oracle 11g,

Linux 5/6, Windows 2008, Solaris 10



8.5

Why Companies Choose
Oracle Knowledge

1.
Always
Delivers
the Right Answer in Context


Understand customer’s “intent” despite vague and diverse interactions


Federated search finds knowledge that lives anywhere

2.
Knowledge Tightly Integrated into Service Process


Lower TCO, Faster time to “answer”, Keeps business process context during answer delivery

3.
Analytics Help Sustain ROI


Understand customer feedback, escalation cause, poor interactions, knowledge gaps, productive authors, etc.

4.
Knowledge in a Box


Cobbled together CMS + Search + DW is risky and expensive

5.
Global Scale





Proven in very large multi
-
lingual environments both On Premise and On Demand

40

Q&A