Knowledge Management Services
Achieve and Maintain Your Competitive
Advantage with Knowledge Management
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.
l Knowledge management solution
designed for today and scalable Infogain provides end-to-end Oracle Knowledge services, delivering on the promise of Oracle
for tomorrow Knowledge applications. This includes reducing issue resolution times, reducing support costs,
l Lowest overall TCO improving the customer experience and, most importantly, giving you a competitive edge.
l Rapid, low-risk upgrades
l Cost-effective solutions with
preferred-shore model Implementation Services: Reliable, Rapid Results
l Ensures ongoing value With deep knowledge of the Oracle
Knowledge products and implementation
experience with clients in multiple
industries, Infogain’s approach ensures
reliable, rapid results.
Infogain leverages the Oracle Knowledge
application’s 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 experience-
based design places a heavy emphasis
Knowledge Management Services
Only infOgain prOvides on repository design, data dictionary development, integration with the authentication system
l Largest Oracle Knowledge practice
and content migration to help ensure that the heart of the solution – your knowledge – is fully
outside of Oracle itself
l 15+ years experience with CRM leveraged today and scalable for tomorrow.
l Proven history implementing
Upgrade Services: Assess, Plan and Deliver
Oracle Knowledge on-premise and
on-demand Staying current with the latest versions of any application can be challenging. Knowing when
l Established managed services – and whether – to upgrade requires analysis of your individual situation balanced with the
team and infrastructure specifically benefits that can be realized with the latest version of Oracle Knowledge. To help ensure a
for Oracle Knowledge fast, low-risk upgrade that delivers the expected value, Infogain offers comprehensive upgrade
At Infogain, we value the long-term
Assess. Our knowledge management experts work directly with your team to evaluate business
relationships we build with our requirements and compare them with the capabilities in the latest release of Oracle Knowledge.
customers. Each of our knowledge We then document and quantify anticipated benefits based on your unique situation and
management customers across the recommend a plan of action that includes risk assessment and steps to mitigate.
globe can serve as a solid reference
for our services and solutions. Please
visit our website at www.infogain.com Plan. After thorough analysis of the current implementation, our experts work with you to
to learn more about our services and document the plans for:
our customers’ successes with Oracle
l Developing any new customizations
l Implementing any existing customizations
l 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. Infogain’s 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
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 Infogain’s 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. Infogain’s 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 on-
premise 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. Infogain’s 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 client’s unique requirements.
For more information about Infogain solutions and services, please contact us:
Phone: +1 408 355-6000
INDIA: +91-120-244 5144
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