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Knowledge Management Services                                    Achieve and Maintain Your Competitive                    ...
Knowledge Management ServicesOnly Infogain provides                   on repository design, data dictionary development, i...
Knowledge Management Services                          Production Support: Incident and escalation management; root cause ...
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Knowledge management services

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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.

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Knowledge management services

  1. 1. 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.Benefitsl 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 upgradesl Cost-effective solutions with preferred-shore model Implementation Services: Reliable, Rapid Resultsl 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
  2. 2. Knowledge Management ServicesOnly Infogain provides on repository design, data dictionary development, integration with the authentication systeml Largest Oracle Knowledge practice and content migration to help ensure that the heart of the solution – your knowledge – is fully outside of Oracle itselfl 15+ years experience with CRM leveraged today and scalable for tomorrow. solutionsl 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 whenl 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 solutions.Delivery ExcellenceAt Infogain, we value the long-term Assess. Our knowledge management experts work directly with your team to evaluate businessrelationships 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 andmanagement customers across the recommend a plan of action that includes risk assessment and steps to mitigate.globe can serve as a solid referencefor our services and solutions. Pleasevisit our website at www.infogain.com Plan. After thorough analysis of the current implementation, our experts work with you toto learn more about our services and document the plans for:our customers’ successes with OracleKnowledge. 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 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 Infogain’s production lifecycle services.
  3. 3. 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. Contact Us For more information about Infogain solutions and services, please contact us: Web: www.infogain.com Email: Oracle-Knowledge-Solutions@Infogain.com Phone: +1 408 355-6000USA: +1-408-355-6000UK: +44-16-2842-1500INDIA: +91-120-244 5144 All trademarks, trade names, service marks and logos referenced herein belong to their respective companieswww.infogain.com © Copyright Infogain Corporation, 2012. All rights reserved. H170 04/12

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