Avaya’s Support Teams Answer Customer Questions 82% Faster as Knowledgebase Use Increases by 25%
 
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Avaya’s Support Teams Answer Customer Questions 82% Faster as Knowledgebase Use Increases by 25%

Avaya delivers collaboration and communications solutions, including unified communications, real-time video collaboration, contact center, networking, and related solutions and services to companies of all sizes around the world.

The company’s customers depend on Avaya solutions to run their operations and support increasingly geographically-dispersed workforces and clients. As such, Avaya needs to provide customers with efficient support, including rapid and complete inquiry responses and product-issue resolution.

The company replaced its legacy knowledge system, which did not provide the scalability and reliability that Avaya required, with Oracle Knowledge for Contact Center, Enterprise Edition. In addition to the stand-alone search and authoring interface, Avaya integrated the solution with its Siebel Contact Center environment to enable support personnel working in the Siebel environment to access content from Oracle Knowledge for Contact Center without opening a new interface, saving time and effort and enabling agents to easily create new content or provide existing knowledge to clients and partners. With a single click, agents can link knowledge articles to any service request. This provides full-audit capabilities and analytical insight into knowledge effectiveness. Each link provides the URL, title, and, document ID. Clients and partners can easily access these referenced links from the service request when accessing the self-service support Website. In addition to the internal interface, Avaya took advantage of its newly designed, self-support Website and integrated the knowledge articles into the search results.

The solution is enabling Avaya to provide faster and more informed support to clients and partners, thanks to expanded self-service capabilities, improved knowledgebase searchability, and a rapidly growing content library. Avaya achieved a 25% increase in knowledgebase usage in just six months―with engineers publishing 14,473 new articles and using the knowledgebase to resolve 36,401 cases quickly and easily. Support team members can now search the knowledgebase 82% faster and open an article more than 66% faster than with the legacy system to resolve cases and locate answers to customer inquiries.

 
 

 
 

Challenges

A word from Avaya Inc.

  • "We’ve seen dramatic improvements in our ability to provide efficient and effective support to our customers―through self-service and assisted-service channels―since deploying Oracle Knowledge for Contact Center and integrating it with Siebel Contact Center. We’ve increased knowledge base use by 25% in just six months and enabled support personnel to search the knowledge base 82% faster. And, we’re just getting started!” – Monique Cadena, Knowledge Center Support Manager, Avaya

  • Provide faster and more informed support to business customers, whose geographically dispersed, 24/7 workforces depend on Avaya’s communications solutions
  • Optimize support personnel and engineer productivity and free technical resources to focus on complex cases
  • Improve collaboration and content reuse to enable more efficient service and problem solving
  • Expand self-service support capabilities for customers to enable faster and lower-cost responses to questions about Avaya’s communications solutions

Solutions

  • Deployed Oracle Knowledge for Contact Center and integrated it with Oracle’s Siebel Contact Center to significantly improve the effectiveness and efficiency of Avaya’s customer support function
  • Accelerated time to customer case resolution, thanks to improved knowledgebase searchability and an expanded content library
  • Made it easier for engineers and technical support personnel to self-publish content that their colleagues and customers can use to efficiently resolve future issues, improving productivity and customer service across the support function
  • Gained the ability to load a new authoring template 84% faster and create an article 70% faster, according to an Avaya time and motion study
  • Achieved a 25% increase in knowledgebase usage in just six months―with engineers publishing 14,473 new articles and using the knowledgebase to resolve 36,401 cases quickly and easily
  • Enabled technical engineers and contact center personnel to search the knowledgebase 82% faster and open an article more than 66% faster than the legacy system to resolve cases and locate answers to customer inquiries regarding Avaya’s communications solutions, which range from contact center to video collaboration systems
  • Benefitted from analytical capabilities that enable Avaya to identify the most common support inquiries and content related to them and publish that information on the company’s external support portal, allowing customers to quickly find answers to frequently asked questions
  • Expanded customer access to content and accelerated routing to a live technical support professional when a customer cannot or does not want to resolve an issue via self service
  • Enabled support personnel working in Siebel Contact Center to access content from Oracle Knowledge for Contact Center without opening a new interface, saving time and effort and enabling agents to provide immediate links to customers
  • Increased the number of product issue cases with links to knowledgebase content to nearly 80% of all issue cases―registering a 20% increase in just a few months, which saves time in resolving reoccurring issues
  • Reduced redundant issue research and improved collaboration with the ability to easily create and share newly discovered knowledge
  • Improved dramatically the reliability of Avaya’s knowledge management environment

Why Oracle

When searching for its new knowledge management solution, Avaya conducted a proof of concept with various vendors. This included a time and motion study that quantified the benefits. “Oracle Knowledge was head and shoulders above the legacy system and others in the market in terms of speed, stability, and search relevancy. The ability to efficiently integrate the solution with Oracle’s Siebel Contact Center, already in place at Avaya, made the value proposition even more compelling,” said Avaya Knowledge Centered Support Manager, and Business Team Implementation Lead Monique Cadena.

Implementation Process

Avaya worked with Oracle Consulting Services throughout the implementation process. The Oracle Consulting Services team helped Avaya to migrate 110,000 articles from the legacy systems leveraging Oracle Consulting Services’ content migration framework.