Galaxy Consulting
  • Home
  • About Us
    • Our Process
    • Meet Us at Industry Events
  • Services
    • Business Analysis and Usability
    • Content and Knowledge Management
    • Records Management
    • Information Architecture
    • Enterprise Search
    • Taxonomy and Metadata Development and Management
    • Document Control
    • Information Governance
  • Solutions
    • Information Overload
    • Compliance
    • E-Discovery
    • Internal and External Websites
    • Enterprise Search
    • Collaboration and New Employees’ Onboarding
    • Customer Service
    • Manual Processes
    • Vulnerability of Sensitive Information
  • Portfolio
    • Our Brochure
    • Our Clients
    • Case Studies
    • Presentations
    • Press Releases >
      • Galaxy Consulting Receives 2016 Best of Redwood City Award
      • Galaxy Consulting Receives 2015 Best of Redwood City Award
    • Videos
  • Testimonials
  • Blog
  • Free Consultation
  • Contact Us
  • Terms of Use/Privacy Policy

Oracle Knowledge Management

5/29/2016

0 Comments

 
Picture
As customer expectations rise, delivering personalized experiences that improve customer loyalty, increase customer acquisition and optimize efficiency is increasingly more challenging to achieve. It is very important to engage customers in their preferred channel and to minimize the overall effort of that engagement.

A key to minimizing the customer effort is to deploy a knowledge management platform that crosses all channels, presents accurate content from multiple sources, maintains, relevance, and captures feedback for continuous improvement. Oracle Knowledge is a complete knowledge management solution which provides personalized cross-channel service and support.

Knowledge Platform

Oracle Knowledge Platform is an integrated set of knowledge management capabilities including advanced natural language processing, search, flexible authoring and publishing, rich analytics, customizable self-service, and agent facing knowledge applications. Oracle Knowledge is built on a highly scalable J2EE architecture and on Oracle technologies including WebLogic, Oracle Data Integrator, and Oracle Business Intelligence.

Semantic Search

The Oracle Knowledge semantic search capabilities are built on the fundamental understanding of language. Core language dictionaries are available in 20 languages understanding everyday terminology. In addition, multilingual industry dictionaries are available for major industries including high tech, telecommunications, insurance, finance and automotive.

This core understanding of a user’s language is key to finding precise answers from multiple external sources including the knowledge base, web sites, file systems and other internal knowledge repositories. The most recent release of Oracle Knowledge continues to build on this foundation with widely expanded language and geography coverage, significantly increased performance and reduced footprint with faster search response times, faster content processing performance, and a reduced semantic index size, as well as learning-based search ranking for reduced incident handling time. These improved features deliver increased productivity and lower operation costs.

Authoring, Publishing, and Workflow

Oracle Knowledge is designed to help companies to develop a knowledge base as an integral part of a user’s job. Contact center agents and customers create content as a by-product of solving support issues using a powerful, web-based, WYSIWYG rich text editor. Product experts and contact center agents can collaborate with other users and customers to refine or expand the knowledge base. 

Advanced editing capability such as global find and replace and replacement tokens improve the article accuracy while lowering operation and knowledge administration costs. Oracle Knowledge comes with valuable tools to manage the life-cycle of articles. Customers can create their own article templates and metadata. The software tracks all revisions of the articles and provides detailed history. Articles may be routed for approval through the use of a workflow. Providing users with the ability to attach files to forum posts allows them to provide additional information to explain their issues. These capabilities improve self-service rates, while expanding the knowledge base and the user community.

The user interface of the authoring system is available in 24 languages, but content can be created in nearly any language. Oracle Knowledge allows customers to manage the relationship of an article across different locales and languages, while providing authors with the ability to develop locale-specific content and metadata allowing fine-tuning of the customer experience.

Picture
Analytics

Analytics Dashboards are tailored to functional roles across the service organization. They harness the optimal value of company stakeholders by providing relevant insights at a glance to reduce operational costs, increase employee productivity, and strengthen customer relationships. With the configurable custom KPI wizard for creating KPI with thresholds and triggers, organizations can increase the efficiency of authoring content, increase answer relevancy, and improve the overall insight of knowledge activity.

InfoCenter: Self-Service Knowledge

InfoCenter provides a Knowledge portal for customers and employees with integrated browse and search functionality via a customizable user interface and knowledge widgets. InfoCenter surfaces the power of industry-based libraries, knowledge federation abilities, and natural language processing abilities of the platform to deliver true, intent-based best possible answer to customers. It transforms the self-service experience for customers by providing contextual, and relevant answers to their questions.

iConnect: Agent Knowledge

iConnect provides robust and scalable answer-delivery framework aiding the agent-facing service delivery model. The context-driven user interface simplifies and enhances the user experience and is tuned for increased performance. iConnect is available as an out-of-the box integration into Oracle Service, and Oracle Service Cloud. Open APIs allow for integration into most industry standard CRM applications.

AnswerFlow: Guided Knowledge

AnswerFlow provides consistent service resolution for agents and customers with the prescriptive delivery of knowledge. AnswerFlow combines decision trees with external data that leverages and increases the strategic value of Knowledge Platform across self and assisted service customer interaction channels. AnswerFlow enables to create and deploy automated interactive processes that guide users toward appropriate answers or solutions in cases where:
  • answers are conditional, and can vary based on factors such as account status, location, or specific product or model;
  • diagnosis is complex, and identifying the best response among many possible answers involves asking detailed questions and eliminating alternatives. 
Galaxy Consulting has over 16 years experience in many knowledge base applications. We can help you to deploy Oracle Knowledge Management. Contact us today for a free consultation!

0 Comments

Knowledge Management Applications - Coveo for Service and Support

4/23/2013

0 Comments

 
Picture
In my last two posts about Coveo products, I described Coveo search applications - Coveo for advanced web search and Coveo for advanced enterprise search. Today, I will complete describing Coveo products with Coveo knowledge management application - Coveo for service and support.

With Coveo, knowledge required to solve cases faster can be found wherever it resides, within and beyond the knowledge base. Many companies are challenged with the proliferation of data, in multiple systems, communities, on-premise and in the cloud. Knowledge is everywhere and hard to manage.

Coveo solves this challenge by placing information from anywhere, related to the agent’s context, directly in front of them. Coveo technology automatically "reads" case information, established context, and instantly shows contextually relevant content and experts directly within the CRM such as Salesforce, or within a separate Insight Console. Coveo creates information mash-ups regardless of where the information resides, combined with advanced enterprise search and navigation abilities that bring your entire knowledge ecosystem to your agents.

Such knowledge availability decreases case resolution time, increases first contact resolution, and empowers lower level agents to become productive faster and to solve more complex cases. The results show dramatic impact on contact center capacity and customer satisfaction.

Features

Solutions and experts from anywhere - Coveo automatically presents 360° views of customer, case, or product information and communications, as well as experts who can help. Using advanced data enrichment, solutions and customer insight can stem from multiple sources, across enterprise, community, and social content.

Advanced enterprise search and navigation - expanded views enable deep, broad, knowledge exploration for cases, securely, across any enterprise content.

United indexing - Coveo federates searches and mash-ups from cloud, enterprise, and social data securely and in real time—regardless of format or source. It indexes source data from Salesforce, SharePoint, databases, file shares, Exchange, Dropbox, Lithium, Gmail, etc.

Expertise finding - dynamically, through context and topics, from internal colleagues to external experts, Coveo locates people with experience relevant to each case and customer.

Customer is in the center - Coveo cuts across departmental and system silos and enriches cases with sales or engineering content, thus providing richer and more relevant customer interactions. Conversely, other departments benefit from information generated by agents to inform product development and sales.

Virtual interaction - consolidates all customer and prospect communication and interactions from any channel, bringing together opportunities, cases, transactions, e-mails, events, cases, calls, tweets, etc.

Customization - The intuitive admin interface enables customization of any objects and combinations of information, including custom fields.

0 Comments

Content Management Systems Reviews - Open Text - ECM Suite - Knowledge Management

7/9/2012

0 Comments

 
Picture
OpenText Knowledge Management (formerly Livelink ECM - Knowledge Management) is a comprehensive knowledge management solution that enables organizations to search, classify, navigate, and collect all of their corporate knowledge in a single, secure, web based repository. 

OpenText Knowledge Management works with OpenText Document Management or OpenText Content Lifecycle Management, leveraging the power of these content repositories and adding functionality that manages all knowledge from a single interface, regardless of originating source. Open Text Knowledge Management is a completely integrated, web based solution that delivers end-to-end, closed-loop management for all of your corporate knowledge assets.

Knowledge Management enables employees to perform their daily work more efficiently and accurately. The benefits of a centralized knowledge repository and library services ensures that you are working with the most up-to-date information. Specialized tools enable you to identify topic experts; quickly finding the best information resources from anywhere in your organization.

Powerful search, classification and navigation tools to help you find and manage an unlimited number of documents: from files, documents and objects, to project logs, search queries, discussion items, tasks, workflow maps and more in an organized, hierarchical structure.

You can identify subject matter experts and harvest their knowledge from the centralized knowledge repository. Open Text Knowledge Management extends the functionality of Open Text document management foundations - Open Text Document Management and Open Text Content Lifecycle Management. Open Text document management solutions fit your existing security framework, ensuring protection of content through permissions based access rules. Authorized users benefit from full access to all functionality from a single, secure web browser, and the flexibility of Open Text document management foundations allows for configuration of permissions on a group or individual level.

Features

Organize and share knowledge: Knowledge Management manages any type of electronic document in any file format. You can organize electronic documents into hierarchies of folders and compound documents within three types of workspaces that reflect the different ways in which people work: the Enterprise Workspace; Project Workspaces; and Personal Workspaces.

Capture knowledge automatically: Knowledge Management allows you to associate metadata with documents. Metadata is indexed and can be used to more easily find, retrieve, and generate reports on documents based on your custom criteria. Each piece of metadata information is an attribute, and sets of attributes can be grouped into categories that can be associated with any document.

Classify and categorize knowledge assets: multiple taxonomic classifications can be associated with documents in their original locations. This enables you to browse and search documents in the knowledge management repository according to taxonomies that differ from the one implied by the folder structure without having to create multiple copies of documents. You can organize information placed in Open Text Document Management or Open Text Content Lifecycle Management repositories via manual, assisted, or automatic means. Streamline browsing and improve search precision.

Automate knowledge management processes: Knowledge Management's graphical Workflow Designer tool enables you to automate document management processes, such as document change requests and document review and approval processes, to ensure that they are carried out accurately and consistently. You can design processes according to your own requirements or those imposed by regulatory agencies.

Discover knowledge with prospective queries: Knowledge Management provides prospective searching capabilities. You can create special queries to monitor various data sources, including the OpenText Document Management or OpenText Content Lifecycle Management repositories, shared network drives, external web sites and any integrated databases. When new information is discovered, you are immediately notified.

Single point of information access: federated search enables you to query multiple repositories and brings disparate information sources together. Use powerful search tools to quickly information access locate the right information. View results on a single page in a sorted, clustered format. Show hit highlights, document summaries, relevance rankings and result themes to improve fidelity.

Dynamic, multi-dimensional navigation: create dynamic, virtual folder structures built on pre-defined information taxonomies and document attributes; no pre-defined hierarchy is required. Often, metadata is not visible or navigable when you browse for information. Using taxonomies for browsing and additional context, you can decide which dimension is best to find required documents. Drill down the hierarchy using associated metadata to refine values and corresponding documents.

Optimize taxonomy creation and maintenance: analyze and cluster related documents, and extract and generate key concepts. Create suggested taxonomy nodes based on analyses; import and export in many common formats.

Automatically collect and extract information: crawl multiple Web-based information sources including intranets, extranets, web sites, and more. Create personal entries for crawling, search specific sites and search from the Document Management or Content Lifecycle Management user interface. 

0 Comments

    Archives

    April 2022
    March 2022
    January 2022
    July 2021
    May 2021
    April 2021
    March 2021
    February 2021
    January 2021
    December 2020
    July 2020
    April 2020
    March 2020
    December 2019
    November 2019
    September 2019
    August 2019
    July 2019
    May 2019
    March 2019
    February 2019
    January 2019
    December 2018
    October 2018
    July 2018
    June 2018
    May 2018
    March 2018
    February 2018
    January 2018
    December 2017
    September 2017
    July 2017
    June 2017
    May 2017
    April 2017
    January 2017
    December 2016
    November 2016
    September 2016
    July 2016
    June 2016
    May 2016
    April 2016
    March 2016
    February 2016
    January 2016
    December 2015
    November 2015
    October 2015
    September 2015
    July 2015
    June 2015
    May 2015
    April 2015
    March 2015
    February 2015
    January 2015
    December 2014
    November 2014
    October 2014
    September 2014
    August 2014
    July 2014
    June 2014
    May 2014
    April 2014
    March 2014
    February 2014
    January 2014
    December 2013
    November 2013
    October 2013
    September 2013
    July 2013
    June 2013
    May 2013
    April 2013
    March 2013
    February 2013
    January 2013
    December 2012
    November 2012
    October 2012
    September 2012
    August 2012
    July 2012
    June 2012
    May 2012
    April 2012
    March 2012
    February 2012
    January 2012
    December 2011
    November 2011

    Categories

    All
    Alfresco
    Arena
    Automatic Classification
    Autonomy
    Big Data
    Business Analysis
    Case Studies
    Change Control
    Change Management
    Cloud Content Management
    Cloud Ecm
    Cloud Enterprise Content Management
    Cms
    Collaboration
    Compliance
    Concept Searching
    Confluence
    Content Analysis
    Content Localization
    Content Management
    Content Management Systems
    Content Strategy
    Controlled Vocabulary
    Coveo
    Crisis Management
    Dams
    Data Integrity
    Data Security
    Digital Asset Management
    Digital Asset Management System
    Digital Transformation
    Dita
    Document Control
    Document Control Systems
    Documents Management
    Documentum
    Drupal
    Dublin Core Metadata
    Ecm
    E Discovery
    Engineering Change Process
    Enterprise Content Management
    Enterprise Search
    ERoom
    E-Signature
    Exalead
    Fatwire
    Gamification
    Gmp
    Gxp
    Hadoop
    Information Architecture
    Information Governance
    Information Overload
    Information Technology
    Iso 9001
    IT Systems Validation
    Joomla
    Knowledge Management
    Knowledge Management Applications
    Metadata
    Mobile Devices
    Naming Conventions
    Ontology
    Open Source Cms
    Open Text
    Oracle
    OWL
    Personalization
    RDF
    Records Management
    Risk
    Search Applications
    Self Service
    SEO
    Sharepoint
    Social Media
    Structured Content
    Taxonomy
    Teamsite
    Thesaurus
    Tridion
    Twiki
    Unified Data
    Usability
    User Adoption
    User Centered Design
    Vasont
    Vivisimo
    Web Site Content
    Web Site Design
    Wiki

    RSS Feed

Powered by Create your own unique website with customizable templates.