oracle sales & marketing summit - knowledge management
TRANSCRIPT
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1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Oracle Knowledge
Mauro CorvinoCRM Sales Consultant
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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,
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release, and timing of any features or functionality described for
Oracle’s products remains at the sole discretion of Oracle.
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Oracle Knowledge OverviewOptimize the Customer Experience
with Knowledge-Infused CRM
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Why do organizations buy KMEach Service Channel is Managed as A Silo
Q: How Do I .. ?
Q: Where are you /?
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Q: Where are you /?
Q: I Can’t log in / ?
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How do I make
an international
wire transfer?
As a Result The Customer is Frustrated
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• Consolidation and Staff Reduction
• Specialists forced to be Generalists
• Inconsistent Training
question?What’s the question?
The Agent Experience Isn’t Any Better
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• Inconsistent Training
• Changing Product Set to Support
• Changing Systems and TechnologiesWhat’s the answer?
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The Verdict
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CRM with Embedded Knowledge Unifies
the Customer Experience
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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.
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Substantially lower support operating costs
Dramatically improve the customer experience
Increase productivity in the contact center
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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
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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
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Search Results RelevanceHow Search Works
Oracle Knowledge
Semantic Dictionaries
Healthcare High-Tech Insurance Manufacturing TelcoBanking BrokerageAutomotive Pharma
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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
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Some Not-So-Good Examples
� Too many knowledge sources in the Contact Centre
� Irrelevant results
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� Answer is buried, too many clicks
� Not understanding intent
� Missed opportunities
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Targeted
Promotion
Some Better Examples
� Single source of truth
� Best answer is not always a web page!
� Question: disambiguate
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Understands &
Clarifies Intent
Immediate and
Relevant Results
� Extract
� Context: understanding intent
� Deflect: proactive support
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Customer Service Interactions
Web Site Contact Center
Self Service EscalationResolve
Issue
Author
Knowledge
Measure
Effectiveness
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Self Service EscalationIssue Knowledge Effectiveness
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Web user performs a
search to find information
about a product they own.
Siebel - Self Service
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Siebel - Self Service
The user can find
information from
multiple information
sources, including PDF
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Siebel - Self Service
If the user cannot find the
information they seek,
they may try to submit a
support request to the
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support request to the
contact centre
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Siebel - Escalation
Before the case is
submitted we can attempt
to deflect the user from the
contact centre by
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contact centre by
presenting relevant content
from the knowledge base
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Siebel - Escalation
If the user persists they may
complete a form and submit
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complete a form and submit
a case/.
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Siebel - Escalation
/ which is automatically
creates a new case within
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creates a new case within
the CRM system.
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Siebel - Resolve Issue
Oracle Knowledge
Integration allows a call
centre agent to invoke
search directly within the
CRM environment
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CRM environment
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Siebel - Resolve Issue
Invoking the search
automatically populates the
query from the
Summary/Title of the case.
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Siebel - Resolve Issue
Notice how the results are
displayed directly within the
CRM environment.
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Siebel - Resolve Issue
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The agent can now select
any number of answers and
click add them to the case.
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Siebel - Resolve Issue
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The CRM allows the agent to
view previously linked answers
for each case.
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Siebel - Author Knowledge
In the event there are no
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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.
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Siebel - Author Knowledge
Oracle Knowledge presents
an authoring page pre-
populated with information
from the case. The agent
can then author the solution
/
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/
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Siebel - Author Knowledge
/ and submit it to Oracle
Knowledge Information
Manager allowing the
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Manager allowing the
content to be approved for
general consumption on the
main website.
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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
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26% Decrease in online email escalations
47% Faster for agents to find relevant support information
27% Increase in First Contact Resolution
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Brands that Differentiate on
use Oracle Knowledge
� 16.000 Agents
� 100 countries
� 11 Languages
� 1M daily web inquiries
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� Over 2M at peak retail
� iLog / iDesk – Agents
� iKnow – Support
� AOSS – Online Store
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Strong Global Customer BaseLeading Brands Across Key Industries
High Tech
FinancialServices
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Retail / CPG
Communication
Manufacturing & Industrial