With Oracle Knowledge for Contact Center, all the information needed to resolve customer inquiries is just a click away. This application delivers an integrated desktop for customer relationship management (CRM) and agent intelligence that streamlines the process of answering customer questions. Rather than providing tools that increase agent research time, it combines a unique ability to discover the true intent of each inquiry with real-time contextual data from enterprise systems to quickly pinpoint the most-relevant answers.
Search to find knowledge in process of handling a service request
Link existing knowledge to SRs
Use integrated knowledge management tools to created knowledge in the natural process of handling an SR
Use Analytics to evaluate the life cycle and aging of all knowledge
Use the CRM Integration function to tightly integrate the knowledge management and search capabilities within the SR process flow