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Knowledge Management Overview

Deliver superior customer service to all channels, while optimizing operational costs with Infogain’s knowledge management solutions.

To succeed in providing outstanding customer service (CX), customer service organizations must be proactive and nimble; giving contact centers, field and service agents easy, immediate, fast and accurate information. Our knowledge management solutions enable our clients to:

  • Transform customer and employee experience
  • Enhance productivity
  • Boost cross-selling and up-selling
  • Increase ROI while minimizing operating costs
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Knowledge Management Solutions

SmartSearch[ML]

SmartSearchML is our proprietary search personalization engine that leverages open-source search, machine learning and AI technologies to maximize search relevancy and eliminate manual search tuning. Equipped with robust CRM and self-service integration capabilities, inbuilt analytics, and content recommendation features, the platform has been built to make traditional keyword search highly intuitive and contextual.

  • 1000+ hours reduction in content tuning effort
  • 90% increase in search relevancy
  • 50% reduction in call resolution time
  • 25% decrease in operating costs
  • 10% more up-selling and cross-selling
  • Consistent improvement in CSAT

Oracle Knowledge Management

OKM consulting, implementation, program management, and support services for streamlining customer service. With a dedicated team of 65 consultants and 15 years of CRM and customer care experience, Infogain carries out high-ROI OKM implementations across channels, helping you gain a sustainable competitive edge. We deliver seamless integration of OKM with leading CRM platforms including Siebel, Salesforce.com, Remedy, and RightNow, and create significant business value with:

  • 25% reduction in operating costs and lower TCO
  • 30% improvement in turnaround time
  • Higher CSAT scores and enhanced customer loyalty
  • Increased profitability

Oracle Knowledge Advanced

Curate consistent, enriching experiences across self-service, contact centers, communities and social sites. Infogain has proven experience in implementing Oracle Knowledge Advanced, providing you with a cloud based integrated knowledge management solution that deepens customer engagement. By partnering with us, you can ensure:

  • Improved support for employees and internal service providers
  • A single customer portal for enhanced self-service effectiveness
  • Sophisticated search tuning across 33 languages
  • Increased operational efficiency
  • Greater customer satisfaction

Coveo

Enabling intelligent search and predictive insights for next-generation customer service. We have partnered with Coveo to simplify content personalization, leveraging exponential technologies such as advanced predictive analytics and machine learning. Infogain helps companies implement Coveo Intelligent Search Platform which delivers contextual information on any application or device, empowering customer and employees to perform complex tasks quickly and easily. With our Coveo implementations, you will experience:

  • 3X increase in deflection from high-cost service channels to self-service
  • 30% improvement in issue resolution time
  • Superior customer and employee experience
  • Higher platform ROI

Infogain Advantages

Experience

15+ years of superior Knowledge Management expertise supporting business processes, applications and integrations

Experience

15+ years of superior Knowledge Management expertise supporting business processes, applications and integrations

People

Infogain has the world’s largest and most experienced Oracle Knowledge practice.

People

Infogain has the world’s largest and most experienced Oracle Knowledge practice.

Partnership

Being an Oracle Gold partner, our clients enjoys the benefit of industry-leading products with rich consulting experience in knowledge management

Partnership

Being an Oracle Gold partner, our clients enjoys the benefit of industry-leading products with rich consulting experience in knowledge management

Customization

Flexible solutions based on your company’s requirements with strong adherence to your company process.

Customization

Flexible solutions based on your company’s requirements with strong adherence to your company process.

Business model

Knowledgeable in both on-premise and cloud environments, with Infogain you can get valuable insights into customer behaviours

Business model

Knowledgeable in both on-premise and cloud environments, with Infogain you can get valuable insights into customer behaviours

  • Experience

    Experience

    15+ years of superior Knowledge Management expertise supporting business processes, applications and integrations

  • People

    People

    Infogain has the world’s largest and most experienced Oracle Knowledge practice.

  • Partnership

    Partnership

    Being an Oracle Gold partner, our clients enjoys the benefit of industry-leading products with rich consulting experience in knowledge management

  • Customization

    Customization

    Flexible solutions based on your company’s requirements with strong adherence to your company process.

  • Business model

    Business model

    Knowledgeable in both on-premise and cloud environments, with Infogain you can get valuable insights into customer behaviours

Knowledge Management Insights