2014-04-23 10:50:13 - Infogain, a leading business and IT consulting firm, recently announced its new solution that brings Oracle Knowledge Management (OKM), to Salesforce.com (SFDC).
SILICON VALLEY, CA - April 22, 2014 - SFDC users now have the advantage of accessing both case and knowledge management resources through Infogain's seamless integration with OKM.
By connecting OKM to SFDC, Infogain enables customer service agents and their customers to retrieve accurate information more quickly through one system. In all, the integration allows:
A single source of truth powering multiple delivery channels
Consolidated data sources
A multilingual platform
Search results based on a better understanding of customer intent
"Typically, agents are pressured to find customer solutions by logging in and out of multiple systems, driving inconsistent responses and slow turnaround times," said Infogain's VP of Customer Success Solutions, Syam Kanduri. "This all-in-one platform simply makes
agents more efficient and customers more satisfied."
The OKM and SFDC integration enables the following business benefits.
Increased productivity: Agents can easily link solutions to an open case, allowing them to get more done in less time.
Faster resolution times: By searching OKM through SFDC, agents can quickly create a new solution directly from a case if a solution does not already exist.
Customer ease of use: Enhanced navigation allows customers to sort cases by case number, subject, priority, status, and date modified, allowing them to self-resolve their most challenges and easily log others.
Infogain is a leading business and IT consulting firm specializing in business process, architecture design, end-to-end project implementation, and managed services. With more than 1,000 employees, Infogain has built its industry-specific business consulting and technology solutions to deliver value and competitive advantage to leaders in the Retail, High Tech and Insurance industries. Partnering over several years with Oracle (ORCL), Infogain is a Gold member of the Oracle Partner Network (OPN) and offers services for Oracle Retail, Oracle Knowledge Mangement, Oracle Fusion, and more. Infogain is a Silver partner of Salesforce.com (CRM).
Headquartered in Silicon Valley, CA, Infogain has additional offices in Irvine, Austin, Atlanta, United Kingdom, India, and the Middle East. For more information, visit www.infogain.com.
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