Achieve Greater Efficiency by Exposing Knowledge into Other Applications

Congratulations! You have implemented a knowledge management system with centralized knowledge, now what?  Modern knowledge management systems can be accessed directly via a portal or web client.  However, the higher value for many users is to expose knowledge inside their primary applications, increasing efficiency.  While we are exploring a couple of types of knowledge integration here, you can imagine that there are many knowledge opportunities within your organization.

CRM Systems

Siebel, Remedy, Oracle Service Cloud (RightNow), and other customer relationship management (CRM) systems are good examples of a primary application for a significant population within most large organizations. Integrating your knowledge platform into your CRMs minimizes the need to swivel between applications and re-key, while allowing your agents to:

• Locate useful knowledge rapidly
• Educate customers on how they can self-resolve in the future
• Consistently track information used to resolve cases (case linking)
• Capture tacit knowledge

Case linking provides actionable analytics data to show which content has the highest use and who the superstar authors are.  Statistically in a knowledge system very little content has significant reuse. Early identification of the valuable content allows managers to accurately focus review and content improvement efforts. For example, an article that has been used 1,000 times might warrant being flagged for the creation of a short how-to video snippet to further help call deflection.

Integrations with a CRM system can be incorporated as part of an initial knowledge management system build-out or as a standalone project. These types of integrations are extremely stable on an ongoing basis. Knowledge can be exposed inside CRM applications via iframes in existing pages, pop-ups or via the addition of new tabs. CRM integration is always a given high ROI.

The Rest of the Application World

Across organizations, I have seen array of different applications, monitoring tools and home-grown niche utilities. Rarely are any of these applications knowledge integrated.

Imagine an application that monitors hundreds of cell phone towers. It constantly pings the towers to validate the battery back-up system, connectivity, and a host of environmental data such as temperature and even down to knowing if the entry door is open or closed. 

Suddenly the application returns “Error Number 3567” – low voltage.  The question then becomes what to do with the error. Because it is a common error, there is already a solution article and/or a standard operating procedures document in the central knowledge base system that outlines all of the resolution steps.

Ideally, one would hover their mouse over the error message, automatically creating a search call which would return the most current results. However, in reality, the agent must “swivel” between the cell phone application and the knowledge system.  Swiveling between applications creates ongoing frustration, leading to the creation of cheat sheets which are quickly out-of-date.  Due to regional regulations it is also possible that the operating procedures to resolve an issue in California are different from New York.  It is possible to automatically pass the context variable in the search string to return the appropriate document.

Keep it Simple

While it is not realistic to build hard connectors between every application and the knowledge system there is a relatively simple solution. Assuming your application has the ability to consume some sort of service (SOAP, REST, etc.) – these calls can go through an integration platform such as Informatica, SOA, or MuleSoft.  In the specific case of Oracle Knowledge, Infogain has built out a specialized set of services to accelerate the deployment of meaningful, easy to discover and utilize services on that integration platform.

For example, your monitoring application just needs to send key information to the integration platform, parse the response, and display the returned information in a way that suits your UI.  No intervention is needed by the knowledge management team, other than providing query access and clear documentation around how to enjoy the knowledge API.  The final result is the ability for the agent/engineer to just hover over the error message and have it make an automatic call to retrieve the desire knowledge article. The cost of integrating an application is very low with an extremely high ROI.

Summary

Knowledge can be integrated with CRM applications via hard coded connectors providing a full array of options including case linking/unlinking and authoring ability.

Every application that has the ability to make service calls can be customized to return basic knowledge capabilities within the application with minimal effort.

We welcome your opinions and feedback on this Blog article:

• What are your experiences and challenges in regard to integrating knowledge with other applications? 

 

By Randy Ross, Sr. Director, Knowledge Group

Valuable Advice for Growing a Successful Enterprise Knowledge Platform

Congratulations! You have decided on a corporate standard for your knowledge technology platform and you have uncovered all of the knowledge storage and sources in your company, now what?  How do you know what is important for making your initiative successful and how do you accomplish it?  If we assume that you have ownership sorted out, this fundamentally comes down to onboarding and maintenance.  For this Blog’s purposes, onboarding will be used to discuss organizational units and their knowledge and processes, as well as new integrations.  The maintenance discussion will cover everything from capacity to feedback loops.  This is not meant to be an exhaustive checklist, it IS meant to get the conversation started.

Onboarding Groups and Applications

Groups

Typically, every organizational unit will not go live in the first release. Even if you did decide to boil the ocean, your company will likely make some acquisitions in the future, giving you new groups to onboard.  The odds are that you want to create a distributed knowledge practice to enable these unit’s knowledge practices (as opposed to serving as their knowledge practice).  This means that whatever type of group you are trying to onboard the challenges will be similar, and will have to address the following questions (amongst others):

• What is the strategy for the content?
• Your platform needs to offer mechanisms for content migration AND crawling.  Some organizational knowledge is where it should reside and crawling it will allow you to surface that knowledge without moving it.  Migration requires an easy-to-use tool and a clear set of expectations and instructions for teams that want to have their content migrated, thus minimizing your involvement in the process.
• How will you support/change their current processes?
• Discovery and capture may be a broad description of what any team should have knowledge processes around. However, the specifics of what the captured data looks like, where it is surfaced, and the entire mindset around what constitutes good content may vary greatly. Do these differences matter?  What taxonomic alignment is needed, or is reasonable, to enable the best possible discovery?  You will need to have a clear set of guidelines, recommendations, and expectations that address these questions.  Moreover, your platform will need a technical way to address taxonomic needs of on-boarded groups.  This can be as simple as finding a suitable match (Product, Platform, Version) or significant design time to integrate disparate taxonomies.
• How do you educate the new group’s management and individual contributors about obtaining the most from your platform?
• There is a marketing aspect to the success of your program, and the easier it is to learn about your platform’s existence and offerings; the easier it is to sell their management on moving to your platform.  Additionally, training materials for all of your recommended knowledge roles, as well as, training modules that on-boarded groups can easily modify and integrate into their own required training materials will be needed.
• What additional applications will require knowledge integration?
• More on this in the next section.

Applications

It is important to make sure that everyone can discover the knowledge they need when and where they need it.  At the same time Knowledge Management (KM) solutions are being consolidated other teams are consolidating ticketing systems, content management systems, etc.  Also, though you may not know for sure where technology is heade, you can be certain you will want to add a dash of knowledge.

Whatever knowledge solution you have selected, make certain the solution's Application Programming Interfaces (API) gives access to all core features. Those APIs probably will be more closely aligned with the tool than your business requirements and coding practices, making an abstraction layer necessary to:

• Make it easier for you to swap your knowledge tool out in the future (or a system that is integrated to it)
• Enable you to follow your coding practices
• Bundle what the tool sees as multiple requests into what integrating systems would want to see as a single request. For example: System X wants search results for a particular context and question, but in your platform this translates to resolving the context for a meaningful set of taxonomic values prior to performing the search

Typically this implies the use of a service bus or other integration platform.  It’s imperative to develop a clearly defined set of services that you want to offer, paired with clear documentation on how those services are enjoyed.  When, for example, a new e-commerce solution rolls in, and key knowledge elements on product pages must be shown; developers should be able to discover your services and how to work with them on their own.

Platform Maintenance

Depending on the environment, an untended garden will become madly overgrown and challenging to navigate or it will wither to nothing. The same can be true of your knowledge platform.  From an IT perspective this is defined by:

• A well-defined process for resolving defects as well as scheduling enhancements
• Good communication lines with the business owners to keep up with expected changes on how the platform will be used
• Knowing how to monitor system health
• Having a clear process and trigger for scaling

From a business perspective, maintenance means having feedback loops that are actively being monitored and acted upon. 

Business

At the business unit level, feedback loops around content and discovery quality are required.  Your platform must offer a mechanism for capturing this feedback, acting upon it, and letting the person that left the feedback know what happened.  There will also be desired actions coming out of this feedback that can only be achieved at the platform level. How to raise tickets against your system must be clearly defined along with the SLAs around those tickets. 

You should proactively look for opportunities to improve your platform AND those improvements should be entered into the same ticketing system/release cycle as those coming from your business units.  Everyone should have the ability to view these tickets, with the goal to decrease redundant tickets.  Take advantage of the social opportunity presented here and give your community the option to vote on enhancements.

Another feedback loop comes from a robust business intelligence practice connected to your knowledge platform.  Business units should easily be able to identify and respond to content gaps, issues in their workflow, determine level of utilization, and more.  At the enterprise level you need to easily locate search tuning issues, groups showing lower levels of platform utilization, growing contact channels, etc.  Thinking through your business intelligence needs up front is critical to knowing whether or not you have been successful.

IT

Some of the actions coming out of your feedback channels will be items that require IT involvement.  Whether that is a performance concern, new service offering, UI tweak, patch, or some other issue that requires server access; having a clearly defined process around these changes assures the most stable possible environment for your end users. 

Any software a company implements must be monitored and have a plan for scaling with use. This is especially in the case of KM, because there are an ever increasing number of touch points. Also, because you are building a platform that it is so easy for new teams to jump on to, your KM platform should be within one of your IT group’s top support tiers.    

Summary

In summary, you will want to minimize the barriers to adoption and pay attention to the health of your system if you want a chance for successful enterprise knowledge management.  Minimizing barriers to adoption means having your integration points, assets, and culture clearly defined and well publicized.

We welcome your opinions and feedback on this Blog article.

• What are your experiences and challenges around driving enterprise adoption of your knowledge platform?
• What resources and tools are you considering to help you move above and beyond your current capabilities?

By Chris Mengel
Chief Architect, Infogain

 

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Embracing a Customer-Centric Future: Notes from Oracle’s First Modern Customer Experience Conference

The Infogain Knowledge Management Team, along with approximately 3,000 attendees from around the world met at the Venetian in Las Vegas on March 31^st for Oracle’s first ever Modern CX Conference. The Modern Service Experience was one of four conferences, including Commerce, Sales, and Marketing hosted concurrently by Oracle.  Customer experience thought leaders, top analysts and Oracle customers shared their unique stories about how they successfully transformed their businesses by providing a modern service experience with Oracle technologies.

 Oracle elaborated on their vision for the CX Cloud suite of products and how, with information, the customer has become more powerful. Daniel Pink, the bestselling author described how the paradigm has shifted from “buyer beware” to “seller beware.” He explained, “We live in a world with easy access to information, endless choices, and many ways for customers to talk back.”

The Customer-Centric Future

Excellent, forward-thinking Keynote presentations by Oracle CEO Mike Hurd, Daniel Pink, bestselling author, Brian Curran, VP Customer Experience and Strategy for Oracle and Becky Ploeger, VP of Digital Commerce Customer of Kohl’s further highlighted how the era of customer service is experiencing a dramatic transformation. Organizations that embrace the customer-centric organization will have a chance to survive longer. To drive home this point, Hurd explained that since 1990, 70% of companies were out of business due to bankruptcies, mergers or acquisitions. This trend has continued in the past 15 years. He noted that since 2000, 50% of Fortune 500 companies no longer exist. The CEO of today ponders what it will take to keep their jobs alive and sustainable and retain customer loyalty.

According to Emily Creech, author of Oracle’s Blog, dated 9 April 2015, Hurd further commented, “Companies can no longer survive with fragmented sales and marketing processes—they need to integrate siloed processes to deliver a holistic customer experience. This is often complicated by legacy systems. “The average legacy application in use today by corporate America is 21 years old.” As a result, customers receive a fragmented, inconsistent experience and it’s affecting the bottom-line. Eighty-nine percent of consumers switch to a competitor after a poor experience, but the fact that 86% of customers are willing to pay more for a better experience proves how important the customer experience really is.” Oracle is in the business of serving customers and meeting their needs, by their suite of cloud solutions, acquisitions and R&D investments. Infogain, a longtime partner of Oracle is committed to the customer-centric organization with a mobility platform that is a complement to the cloud-based solution.

Infogain’s Mobile Phone Omni-Channel Strategy Complements the Cloud

Infogain’s Mobile Phone supports and enables services through multiple channels of phone, Email, Chat, Web and Social Media. Integrating Infogain’s mobile phone solution with Oracle’s cloud-based system enables self-service through multiple channels. Clients will receive multi-media content, use social platforms and collaborate with private communities, such as Jive. The client will be able to interact with CRM to open customer cases or order products or services. Additionally, the mobile solution provides instant notifications, scheduled call-backs, providing an electronic identity. Contact KnowledgeSolutions@Infogain.com for more information.

Infogain & Oracle, Your Partners for the future

At Infogain, we’ve completed over 45 OKM implementations worldwide and we have witnessed our clients experience greater customer loyalty and true cost savings with each project. Our clients continue to report improvements due to Oracle Knowledge implementation at their company. With world’s largest team of OKM experts, we have deployed OKM at Fortune 500 companies all over the world. Our end-to-end Oracle Knowledge services include implementation, integration and customization, upgrades and production lifecycle services.

Visit www.infogain.com to learn how you can harness the power of your organization’s knowledge content. Join Oracle and Infogain and embrace your “customer-centric” future. Also, make plans to attend the next Oracle Modern CX Conference.

By Cathy Chandhok

Director, Marketing and International Sales

 

Resources:

Creech, Emily. Oracle Customer Experience Blog, “The Modern Customer Experience Conference Keynotes,”  9 April, 2015 [https://blogs.oracle.com/cx/entry/the_modern_customer_experience_conferences]

 

 Leggett, Kate, Blog, Forrester, guest post by Fraser Tibbetts, “Oracle Aims to Put the Customer at the Core of the Oracle CX Cloud, 7 April 2015 [http://blogs.forrester.com/kate_leggett/15-04-07-oracle_aims_to_put_the_customer_at_the_core_of_the_oracle_cx_cloud]

 

 

Infogain & Oracle: A Partnership Committed to Helping Healthcare Providers Reduce Costs and Increase ROI

In a Forbes Magazine Article from 2012, contributor Lisa Quast writes that “Fortune 500 companies lose roughly $31.5 billion a year by failing to share knowledge.” While that figure is several years old, it is still astounding and continues to multiply with the Affordable Care Act and changing HIPAA regulations.

As the healthcare industry business models continues to evolve, customer service organizations at healthcare payers are challenged to control internal costs, keep up-to-date with changing regulations and make sure call center agents are providing fast, accurate and efficient services to subscriber members. One solution that has proved successful is the combined services of Infogain and the Oracle Knowledge Management (OKM) System.

“Oracle Knowledge Management is the process by which knowledge is identified, accessed, enhanced, and protected through the use of advanced technology, user friendly portals, and the development of a culture of openness, sharing, and collaboration,” as defined by the Oracle Knowledge Management User’s Guide. Infogain clients that use this system formerly had knowledge content scattered in various formats (i.e. databases, paper, presentations, etc.). Oracle Knowledge harnesses this information into one single source.

For example, during a recent visit with an Infogain client, we observed a situation where a document was created in one system and then copied into three other different systems. Obviously, this was an inevitable point of failure since those systems can quickly get out of sync. The problem can become even more critical for documents like rate and provider tables where accuracy is crucial. Customers of OKM have used it to fully federate their search and content experience. This means that if  you have policy documents in one system because it is authored and maintained by Team A, and you have some support articles in another system managed by Team B, and more procedures sitting in a third location, OKM allows full control all content in one, centralized place, with the option to search all of those documents.

The Oracle Knowledge Management team at Infogain is pleased to offer a system that can be fully integrated with any customer support technology system, including Siebel, RightNow, SalesForce, Remedy and other custom support applications. Dramatically Improved knowledge access has led to Infogain clients achieving the following:

• Increased answer accuracy by as much as 58%
• Increased agent productivity with relevance of information retrieved from 22% to 90%
• Legal and regulatory cost savings because both members and agents have the ability to track plans, costs, and geographical differences in order to stay in compliance
• Reduction in training time for Insurance contact agents by as much as 25%
• Reduced average agent response time by as much as 30% for certain customers
• Savings of between $3.5 M and $5 M per year through the use of the OKM web self-service portal

Infogain has world’s largest team of OKM experts. We have successfully deployed OKM at two major healthcare providers with thousands of member subscribers and call center agents.   Our end-to-end Oracle Knowledge services include implementation, integration and customization, upgrades and Production Lifecycle Services. Contact us today to learn more.

By Cathy Chandhok

Director, Marketing and International Sales

 Sources:

1. Quast, Lisa. Forbes Magazine. Web. 20 August 2012. “Why Knowledge Management is important to the success of your company.”  [http://www.forbes.com/sites/lisaquast/2012/08/20/why-knowledge-management-is-important-to-the-success-of-your-company/] 
2. Oracle Knowledge Management User’s Guide. Release 12.1. n.d. [https://docs.oracle.com/cd/E18727_01/doc.121/e18040/T257886T257902.htm]

Infogain Sponsors Oracle Industry Connect 2015 in Washington DC

In the retail industry, the quote: “The only thing that is constant is change,” by Greek Philosopher Heraclitus of Ephesus is certainly true today.  Consumers expect and demand more, while the methods of reaching them through various channels, technologies and mobile devices are evolving at an astounding pace. To address this rapidly changing environment, Oracle invited retail industry thought leaders and experts to Washington DC for Oracle Industry Connect, March 25-26, 2015. The conference includes many different industries (Communications, Education & Research, Energy, Financial Services & Insurance, Hospitality, Life Sciences & Healthcare, Primavera, Retail) being held concurrently in venues around DC. Please visit their website to read more details: https://www.oracle.com/oracleindustryconnect/index.html.

The conference’s program for Retail theme is “Enabling the Commerce Anywhere Experience,” and showcases more than 30 successful retailers sharing their inspiring stories of transformation, including the challenges they face, and their strategies for overcoming them. In addition to featured Keynote Speaker Condoleeza Rice, there will be sessions on the Oracle Retail Roadmap, the recent MICROS acquisition and valuable Infogain networking opportunities.

Infogain, a Silver Sponsor, hosted a networking lunch and sponsored a roundtable at the Washington Hilton on Thursday, March 26^th.  Attendees participating in the Infogain Roundtable learned how the e2e Oracle Merchandising Suite is maximizing value and speed with pre-packaged, optimized and hosted implementations with Infogain. After networking with Ray Allen, VP and General Manager of Infogain’s Retail Practice, they gained insights into how Infogain’s retail clients have accomplished impressive business objectives including:

• Increased Return on Investment - 30% Lower
• Faster Time to Market - 50%  Less Time
• Less Training – Single Centralized Unified Console
• Reduction in Inventory by 25%
• Reduction in Markdowns by up to 20%

An Oracle Gold Partner, Infogain’s customizable solutions developed on the Oracle platform combined with our expertise helps the enterprise become a leader in the fast-paced world of retail.  This event presents valuable networking and educational opportunities to all that attend. If you are unable to attend this year, you may consider adding it to your calendar for 2016. For more information about Infogain’s Retail practice, visit our website at www.infogain.com.

 

By Cathy Chandhok

Director, Marketing and International Sales

Talk to Infogain at Mitchell International’s Property & Casualty Conference March 23 – 25, 2015, Carlsbad, California

Infogain is proud to be a Gold Sponsor for Mitchell International’s P&C Conference held in Carlsbad, California. In addition to Infogain’s insurance clients, the popular 2-day conference attracts hundreds of auto physical damage, auto casualty and workers’ compensation claims experts from around the world. Attendees learn about the latest marketing trends and new technologies to help improve their business processes and outcomes.

Infogain has a longstanding relationship with Mitchell, having served as a premium P&C product development partner for over a decade. In this role, Infogain has facilitated the adoption of industry best practices with modern technologies that provide the most comprehensive solutions for End-to-End (E2E) claims modernization, transformations & management.

According to Infogain’s Director of Client Services, Girish Kannalli, the successful partnership with Mitchell demonstrates Infogain's wealth of experience in the insurance industry. “We have joint working teams in all of Mitchell's major product areas, including Auto Physical Damage, Auto Casualty and Worker's Compensation. Infogain is committed to our shared passion for developing technology solutions that consistently align with Mitchell's overall mission and values.”

At the conference, Infogain’s insurance team will discuss Infogain's end-to-end claims modernization, transformation and management solution capabilities with attendees. For registration information, visit the event website at http://www.mitchell.com/pcc/2015/.

In addition to networking with a variety of P&C experts and influencers, attendees will learn how Infogain’s expertise can transform claims processes from a transaction-based to a value-driven business process that facilitates productivity, performance and profitability.  Infogain insurance clients receive many solutions, including:

• Claims Modernization
• Knowledge Management
• Insurance Analytics
• Mobility & Digital Technologies
• Integration Solutions
• Independent Testing

With 300 Infogain CPCU/INS/LOMA certified professionals, Infogain’s expertise helps insurers integrate claims with other vital business processes, such as policy administration, in order to further improve efficiency and the customer experience. Our expertise in mobility and digital technologies enables organizations to leverage a once-in-a-generation opportunity to reduce costs and foster new streams of profitable revenue growth.

Make plans to attend the conference and talk to Infogain about transforming claims that achieve operational efficiency gains and optimize pure loss expenditures.

By Cathy Chandhok
Director, Marketing and International Sales

Is Your Claims Processing Department Still Operating “Like it’s 1999?”

While the year on the calendar clearly says 2015, many insurers still operate with antiquated claims processes and Legacy systems environments. In the era of “smart” phones and tablets, this is a disservice to your customers (Policyholders) and the professionals within your company that work with these older and disjointed systems on a daily basis.

Claims management is the foundation of the insurance business and having an older, slower system could lead to claims leakages. These leakages have caused carriers to lose millions of dollars due to their slow and inefficient processes. If you want to prevent leakage and increase customer satisfaction, you can improve speed and accuracy with a modern system that has all the latest functionality and features.

The customizable, quicker install and more affordable alternative to Guidewire™

Many property and casualty Insurance carriers have engaged Infogain to implement a web-based Claim Management System that is an affordable alternative to Guidewire™.  Our end-to-end solution begins at First Notice of Loss (FNOL) through integrated operational reporting. The customizable Infogain CM solution is a stand-alone product that can be integrated with Legacy Systems and third-party applications.

Infogain leverages pre-built components for multiple functionalities using JAVA technology. In addition to getting the project completed faster (typically a 12-month project) and at a lower cost, our clients achieve:

 

• Highly cost-effective and robust solution
• Faster and more efficient claims processing and settlements
• Improved customer satisfaction levels
• Greater productivity with a more powerful user experience
• Reduced claims processing costs
• Adherence to standards and regulations
• Customizable and flexible solution

Infogain – Premier implementation partner for claims management

The global insurance industry faces many challenges due to extensive competition, regulatory compliances and high customer expectations of quick processing of policy and claims.

Infogain has over 10 years of experience in the property and casualty insurance industries, helping insurance carriers improve operations, reduce cost of development and improve quality and efficiency. With over 300 Infogain CPCU/INS/LOMA certified professionals, we have the expertise our clients demand. We are proud that during recent quarters our clients gave us an approximate 4.4 rating out of a 5 point scale for customer satisfaction. We have efficient and effective distribution channels with real-time information exchange and a global presence that extends from the USA, to Europe and the Middle East.

Make 2015 the year your company moves the leap from the 1999 era to 2015. Schedule a demo with Infogain’s insurance experts today.

By Cathy Chandhok
Director, Marketing and International Sales

Infogain is Proud to Announce Our ISO 27001:2013 Certification

Since the early years when our company was established in Silicon Valley, Infogain has enjoyed successful and long lasting relationships with our clients and partners.  As the digital world increasingly evolves with newer technologies such as the Cloud, we knew it was the right time to invest in the security of our client’s intellectual data. This investment is robust, offering a comprehensive list of security standards.

By achieving certification, Infogain has reinforced its commitment to internationally recognized security management for its customers and stakeholders. The ISO 27001 certification demonstrates that organizations have established a framework to their business operations that helps identify, manage, and reduce risks related to information security.

The ISO Certification standard requires Infogain to:

• Design and implement information security controls and other forms of risk management to address company and architecture security risks
• Monitor and review information security risks, taking into consideration the potential impact of threats and vulnerabilities

• Maintain and improve the risk management process on an continuing basis in order to ensure that the information security controls meet Infogain’s information security goals

 

Infogain was awarded the certification upon the completion of numerous detailed and extensive audits, performed by TUV NORD, an industry leader in Information Security Management (ISMS) and fully accredited by The International Organization for Standardization.  Certification ensures that the best practices of Infogain’s organization will be documented, reinforced and improved continuously with time.

Infogain must maintain and manage a rigorous security program that defines management responsibilities and requires internal audits and reviews for recertification. The Information Security Management System (ISMS) required under this standard specifies how Infogain will manage security across the entire spectrum of the company’s internal processes, for example:

 

• Access ID’s
• Encryption
• Firewalls
• Human resource / Background checks, Security Trainings ,etc.
• Asset Management
• Communication Security (Network security Management & Information transfer)
• Operations security (Vulnerability Management , Malware protections, Event Logging & Monitoring)
• Password Management
• Physical and environment security ( Visitor management , Access cards, secured areas , material movement, secure disposal and reuse  equipments like sprinklers, smoke detectors, Fire drill & Evacuation.)
• Physical Security (Perimeter Security/CCTV monitoring/required access to certain zones)
• Security policies & controls for mobile devices, work-from-home, laptops
• Virus protection
• Incident Management
• Business Continuity Management

 

This certification reinforces our commitment to our clients and partners that Infogain has achieved the highest standards for security and privacy of their intellectual data. Operationally, the improved security measures for the Noida development centers demonstrate that security is a top priority for Infogain.

By Eddie Chandhok

Chief Information Security Officer

 

The Power of Enterprise Knowledge Management

Mere centuries ago, English author, courtier and philosopher Sir Francis Bacon coined the popular phrase “knowledge is power.” That phrase can certainly parallel the power of harnessing your company’s knowledge content, by enabling your call center agents to provide your customers with the specific answer they are seeking in a timely manner. One proven way to empower your call center agents and customers is by utilizing the power of Oracle’s Knowledge Management (OKM) and the end-to-end implementation services of Infogain.

Many consumers use a variety of methods to contact customer service, with the Web at the top of the list. According to an online paper from Oracle, titled Benefits of Web Self Service, most companies are not doing enough to improve their Web and social support sites and guide their customers to self-service options that fit their needs. “Empowering consumers to serve themselves online not only increases customer satisfaction, but reduces support costs by more than 50x—the average support call costs $5.50 versus $.10 for a Web interaction.”  That is an amazing return on investment!

At Infogain, we’ve completed over 45 OKM implementations worldwide and we have witnessed our clients experience greater customer loyalty and true cost savings with each project. Our clients continue to report improvements due to Oracle Knowledge implementation at their company, including:

• Up to 58% increase in search accuracy leading to increased productivity
• Up to a 25% reduction in agent training time leading to higher user satisfaction
• Up to 30% reduction in average call handling time
• Savings from call deflection through the use of the OKM web self-service portal 
• Valuable insight into customer behavior
• Maximized cross-sell and up-sell opportunities
• The value of having Infogain as a hosted partner
• Reduction in legal and regulatory costs and exposure
• Higher CSAT scores
• Powerful analytical reporting by review, channels, categories, search topics, user segments and teams (OKM Contact Deflection feature)

We encourage you to invest in a smart Enterprise Knowledge Management Solution such as Oracle Knowledge that will pay for itself in greater customer loyalty, lower call center agent turnover and dramatically lower cost savings.

Infogain has the world’s largest team of OKM experts and we have successfully deployed OKM at Fortune 500 companies all over the world.   Our end-to-end Oracle Knowledge services include implementation, integration and customization, upgrades and production lifecycle services. Visit www.infogain.com to learn how you can harness the power of your organization’s knowledge content.

By Cathy Chandhok
Director, Marketing and International Sales



Resources:

Bacon, Francis (1561 – 1626), ([http://www.quotationspage.com/quote/2060.html]

Oracle Service Cloud, “Benefits of Web Self Service”
[http://www.oracle.com/us/products/applications/web-self-service-1897186.pdf]

 

Meet us in New York! Talk to Infogain Retail Experts at The NRF BIG Show and EXPO, January 11-14, 2015

By Cathy Chandhok, Director of Marketing

For our retail clients, the beautiful and renowned Jacob K. Javits Center in New York City is the place to be in January to learn and to be inspired and dazzled with the latest retail technologies. The weather forecast may be cold and snowy, but that does not deter the estimated 30,000 retail professionals from around the world who will all converge at Retail’s BIG Show and EXPO 2015 from January 11 through the 14^th.  This year, the National Retail Federation added an extra EXPO day.  Perhaps they added the extra day, so that attendees could have more time to peruse the 550 exhibitors, located in over 200,000 square feet of EXPO space? The extra day will certainly allow for more opportunities for attendees to meet exhibitors.

According to the website (http://bigshow15.nrf.com/about) “Retail's BIG Show offers unparalleled education, collegial networking, and an enormous EXPO Hall full of technologies and solutions. After more than a century, Retail's BIG Show is still the place - the only place - where you can see and experience all things Retail. It is truly one-stop-shopping for industry professionals from the around the world.” We couldn’t agree more.

Our Infogain Retail Team will travel from Austin, Texas and Infogain headquarters in Las Gatos, California and Noida, India to join the Oracle Retail team in Booth #2521. An Oracle Gold Partner, Infogain has collaborated with Oracle for many years, completing more than 20 Oracle software implementations in companies around the world. The retail team is excited to debut the new Infogain-Oracle Retail End-to-End Solution that has proven significant savings to our mid-sized retailers clients with their Oracle investments. What if you could receive a best-in-class Oracle solution in half the time and at half the price? Our retail team is excited to tell you how this can be accomplished within your organizations systems.

Meet us in New York!  Let me tell you how:

1)       Start by registering for the EXPO on the NRF website with your free pass from Infogain (Invitation Code E2494) http://registration.experientevent.com/showNRF151/default.aspx?Flowcode=ATT

With a limited number of free passes available, we encourage you to register soon. 

2)      Before you arrive, research your top 5-10 exhibitors to meet, including Infogain and Oracle. Our retail team will join Oracle Retail at Booth #2521.

 

3)      Save time and request a meeting with Infogain’s Retail Team by email at retailservices@infogain.com,or call us at (408) 355-6000.

4)      If we have your appointment already scheduled, then you will receive our full attention. Attendees that schedule a meeting will receive:

·         A 30-minute conversation with our retail executives

·         An evaluation and assessment of your current systems

·         An analysis of how our retail packaged services are pre-integrated and contained within one system of record accessible through a single entry point

See You Soon

Our Infogain Retail Team is looking forward to the excitement and energy of Retail’s BIG Show 2015. We hope you will consider dropping by to chat with them at booth #2521. Don’t forget to request a meeting, so that they can guarantee a productive 30-minute conversation that could be the first step in increasing gross margins and improving ROI for your company.

We wish you and your colleague’s safe and warm travels to New York for the 104^th NRF BIG Show and EXPO 2015. We can’t wait to meet you.