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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.
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.
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.