Knowledge Management Services

Achieve and Maintain Your Competitive Advantage with Knowledge Management

Benefits Knowledge management solution designed for today and scalable for tomorrow l Lowest overall TCO l Rapid, low-risk upgrades l Cost-effective solutions with preferred-shore model l Ensures ongoing value
l

A solid knowledge management foundation benefits customers and agents alike. Search accuracy increases, call resolution times shorten and the overall customer experience is dramatically improved. Industry leading platforms like Oracle Knowledge lay the foundation. Fundamental to ensuring your ROI is an implementation approach designed for success and supportability, leveraging the latest capabilities of the platform with the daily care and feeding needed to ensure the solution continues to deliver on its promise. Infogain provides end-to-end Oracle Knowledge services, delivering on the promise of Oracle Knowledge applications. This includes reducing issue resolution times, reducing support costs, improving the customer experience and, most importantly, giving you a competitive edge.

Implementation Services: Reliable, Rapid Results

With deep knowledge of the Oracle Knowledge products and implementation experience with clients in multiple industries, Infogains approach ensures reliable, rapid results.

Infogain leverages the Oracle Knowledge applications diverse-use architecture that provides a solid framework to integrate with other Siebel and CRM OnDemand modules such as iSupport, TeleService, Field Service, Depot Repair, Email center and others. Infogain also provides Oracle Knowledge integration to other CRM solutions such as SalesForce.com and change request tools such as Serena and Bugzilla. Infogain knowledge management experts follow a formalized process, as described in the diagram above. Our experiencebased design places a heavy emphasis

Knowledge Management Services

Only infOgain prOvides Largest Oracle Knowledge practice outside of Oracle itself l 15+ years experience with CRM solutions l Proven history implementing Oracle Knowledge on-premise and on-demand l Established managed services team and infrastructure specifically for Oracle Knowledge
l

on repository design, data dictionary development, integration with the authentication system and content migration to help ensure that the heart of the solution your knowledge is fully leveraged today and scalable for tomorrow.

Upgrade Services: Assess, Plan and Deliver

delivery excellence At Infogain, we value the long-term relationships we build with our customers. Each of our knowledge management customers across the globe can serve as a solid reference for our services and solutions. Please visit our website at www.infogain.com to learn more about our services and our customers successes with Oracle Knowledge.

Staying current with the latest versions of any application can be challenging. Knowing when and whether to upgrade requires analysis of your individual situation balanced with the benefits that can be realized with the latest version of Oracle Knowledge. To help ensure a fast, low-risk upgrade that delivers the expected value, Infogain offers comprehensive upgrade solutions. Assess. Our knowledge management experts work directly with your team to evaluate business requirements and compare them with the capabilities in the latest release of Oracle Knowledge. We then document and quantify anticipated benefits based on your unique situation and recommend a plan of action that includes risk assessment and steps to mitigate. Plan. After thorough analysis of the current implementation, our experts work with you to document the plans for:
l l l

Developing any new customizations Implementing any existing customizations Eliminating any previous customizations that are no longer needed

A detailed upgrade plan is provided and outlines impacts to all stakeholders, including end customers, customer support agents, content authors, operations and executive management. The plan has straightforward goals to deliver business benefits with a stable, scalable environment at the lowest Total Cost of Ownership. Deliver. Infogains upgrade delivery approach ensures optimal customer and agent interfaces, seamless integration with your CRM system and updated analytics to support effective decision making. We leverage our development, implementation and upgrade experience with Oracle Knowledge applications to deliver cost-efficient upgrades in a short amount of time. Our approach ensures a high-performance architecture, reliable load handling and optimized search results.

Production Lifecycle Services: Ensure Ongoing Value

High performance, high value customer support represents a competitive advantage impacting customer retention, revenue per customer and overall corporate profits. Ensure your ongoing value and competitive advantage with Infogains production lifecycle services.

Knowledge Management Services

Production Support: Incident and escalation management; root cause analysis; patch installation, including production change management; customization support Administration & Tuning: IM and Workbench modifications and configurations; search tuning; adding and enhancing crawlers; Narrowcast server installation, setup and report scheduling Proactive Monitoring: Addressing performance trends before they become issues in search performance, crawlers and ETL processing; business trend monitoring and recommendations for customer usage, content effectiveness, process improvements and other areas Continuous Improvement: Quarterly allotment for ongoing improvements in areas such as context variables for analytics optimization, look and feel of dictionary objects, navigational facets, configuration updates and minor UI customizations Project Management: Requirements gathering for continuous improvement activities, activity prioritization and reporting, system health and maintenance management, and release schedule planning and management Infogain has an established Oracle Knowledge production lifecycle services team Our formalized processes for ongoing Oracle Knowledge support help ensure productivity, efficiency and smooth functioning of your Oracle Knowledge solution, delivered against mutually agreed upon service level targets. Infogains on-site or blended on-site/offshore models give you the flexibility needed for a cost-effective solution that meets your specific requirements.

Why Infogain for Oracle Knowledge Services?

Infogain is an Oracle Gold partner with a proven history implementing Oracle Knowledge in both onpremise and on-demand environments. We also work directly with the vendor, providing experts to supplement the Oracle Knowledge product development. As a pioneer of Oracle Knowledge services, we provide ongoing product lifecycle services for Oracle Knowledge clients throughout the world. Infogains 15+ years implementing, migrating and interfacing with multiple CRM applications, including Siebel, Oracle CRM OnDemand and Salesforce.com, enable us to deliver flexible solutions based on each clients unique requirements.

Contact Us

For more information about Infogain solutions and services, please contact us: Web: www.infogain.com Email: Oracle-Knowledge-Solutions@Infogain.com Phone: +1 408 355-6000

USA: +1-408-355-6000 UK: +44-16-2842-1500 INDIA: +91-120-244 5144

www.infogain.com

All trademarks, trade names, service marks and logos referenced herein belong to their respective companies Copyright Infogain Corporation, 2012. All rights reserved.
H170 04/12