Oracle Announces Availability of Oracle Knowledge 8.5
Oracle’s Most Comprehensive Knowledge Management Release Helps Organizations Deliver the Right Answers at the Right Time to Agents and Customers
Redwood Shores, CA – November 15, 2012
Continuing its commitment to helping organizations deliver best-in-class customer experiences by tapping into enterprise data, Oracle today announced Oracle Knowledge 8.5, the industry-leading knowledge management software that supports web self-service, agent-assisted service and customer communities.
Oracle Knowledge 8.5 is the most comprehensive release since the acquisition of Inquira in October 2011. It introduces significant product enhancements, improved analytics and advances in both performance and scalability.
Organizations today understand the imperative to deliver consistent, high-quality customer service and support across channels. Additionally, organizations recognize the need for intelligence to assist in this process. Oracle Knowledge 8.5 proactively delivers relevant, contextual knowledge at the point of interaction to agents, knowledge workers, and customers -- helping increase customer loyalty and reduce costs.
By enabling searches across a wide variety of sources, Oracle Knowledge 8.5 amplifies access to knowledge once hidden in the myriad systems, applications and databases used to store enterprise content.
AnswerFlow for Guided Navigation & Answer Delivery: Oracle Knowledge 8.5 introduces AnswerFlow, a new application for guided troubleshooting and answer delivery, designed to improve efficiency, lower service costs and provide personalized customer service experiences.
Enhanced Knowledge Analytics: Standardized on Oracle’s Business Intelligence Enterprise Edition, the industry leading business intelligence suite, Oracle Knowledge 8.5 provides robust analytics functionality that can be tailored to meet unique business needs for different user roles.
Actionable Knowledge Analytics Dashboards: Out-of-the-box dashboards that provide targeted, actionable insights that empower optimized search and content creation in order to meaningfully reduce the effort to find the right information.
Enhanced Language Support: With the enhanced multilingual capabilities available in Oracle Knowledge 8.5, including Natural Language Search support for 16 Languages and Enhanced Keyword Search for most other authoring languages, businesses can rapidly expand global footprints and reach new customers while at the same time reducing the costs of doing so.
Enhanced Multi-lingual Industry Support: Oracle Knowledge 8.5 delivers enhanced out-of-the-box industry ontologies covering 14 languages for the High-Tech, Communications, Financial Services, Insurance and Automotive industries as well as customer help ontology for industry-specific intent-based search.
Expanded Language Model for Global Customers: The new 3-level language model "Global - Language - Locale" within Oracle Knowledge 8.5 provides simplification, automation and an improved search experience for organizations with a global footprint.
Improved iConnect Functionality: Oracle Knowledge 8.5 delivers enhanced iConnect for better usability and performance. This specialized knowledge application proactively delivers contextualized knowledge directly into CRM applications, allowing front-line employees to reduce the effort to serve customers.
Oracle Knowledge 8.5 provides the following additional benefits:
The Natural Language Search and Contextual Answer Delivery capabilities in Oracle Knowledge 8.5 understand the true intent of each inquiry, helping to deliver the best possible answers to customers quickly and efficiently.
Significant improvements in scaling and performance capabilities offered with this latest release help organizations to lower administration and operating expenses.
Powerful content acquisition support across multiple, disparate sources offers eased insight into what knowledge is created and helps to make knowledge creation an integral part of the service request process.
“Every day, the world’s leading brands rely on Oracle Knowledge to delight the customer and make sales and support teams more efficient and productive through unified knowledge. The introduction of Oracle Knowledge 8.5 creates new opportunities for organizations to efficiently harness their content to empower their customers and frontline employees,” said David Vap, Group Vice President Products, Oracle. “We have made significant development investments since our acquisition of Inquira, and we are now very proud to announce the availability of these efforts with the release of Oracle Knowledge 8.5, making it easier for organizations to gain differentiated advantage at a significantly lower total cost of ownership.”