Oracle launched Oracle Knowledge Advanced, a new cloud solution within the Oracle Service Cloud.
The company said the new cloud-based knowledge management solution enables organizations to create and refine their knowledge assets.
It supports cross-channel customer experience in 33 languages for both end customers and contact center agents. This will help organizations deliver a better customer experience, while reducing overall customer support costs.
Oracle Knowledge Advanced cloud also helps organizations drive efficiencies across the contact and engagement center by empowering agents with timely information at the point of need.
“Oracle’s internal deployment of Oracle Knowledge Advanced along with Oracle Service Cloud has been a huge success”, said Mark Sunday, CIO Oracle.
“Oracle’s ‘My Help Customer Portal’ offers a single place for our employees to find out how to do something, make a request, or obtain support.”
“In addition to modernizing the support experience for Oracle employees, it has helped IT and other internal service providers be more efficient, proactive and productive by including Knowledge directly in the support process,” Sunday said.