Enables Consistent Answers to Customer Inquiries Across All Communications
Channels
Redwood Shores, CA – September 8, 2009
News Facts
– Today Oracle announced the availability of an integration combining the
capabilities of OracleR CRM On Demand with InQuira’s On Demand Web
self-service applications.
– The integrated, on demand service solution enables customers to go
seamlessly from self-service to live agent-assisted service. Service agents
receive overall view of customer issues and actions taken, providing a
consistent experience across Web, phone and community-based channels.
– The integration between Oracle and InQuira, announced at Oracle OpenWorld
2008, marked the selection of InQuira as Oracle’s preferred solution for
Knowledge Management for Siebel CRM.
– Today’s announcement expands the companies’ collaboration to include
Oracle CRM On Demand, resulting in Oracle offering the only integrated
enterprise multichannel CRM service solution available for both on demand
and on premise delivery.
– With InQuira knowledge management available on demand and embedded in the
Oracle CRM On Demand desktop, customer service agents have access to
knowledge across the enterprise, enabling them to seamlessly access answers
right from within their normal service flow.
– Easy authoring capabilities support best practices for content creation
and maintenance giving service organizations the ability to continuously
improve knowledge all within their existing Siebel CRM or CRM On Demand
desktop environments.
– This service is fully integrated and is the only one that is available for
both on demand and on premise delivery, allowing joint customers to easily
extend on premise deployments with on demand.
– InQuira’s On Demand Web Self-Service application allows customers to
easily find answers to any issue. Community forums allow the organization to
leverage the entire customer base to contribute to knowledge creation.
– Oracle’s enterprise grade on demand solution provides large organizations
the availability, scalability and performance they demand for their service
operations.
Supporting Quotes
– “Lexmark maintains the highest standards for customer satisfaction, which
requires the applications and tools to ensure a positive user experience,”
said Keith Moody, CIO of Lexmark. “The integration between Siebel CRM and
InQuira for our on-premise Oracle CRM system delivers the scalability and
performance that our service operations demands.”
– “Enterprises are aligning their customer-centric Web and contact center
strategies with their overall enterprise wide CRM strategy,” said Michael
Maoz, Gartner VP Distinguished Analyst. “One of the most-pressing needs in
this area revolves around integration of knowledge solutions onto the agent
desktop, and delivering that knowledge to all relevant channels (e.g.
e-mail, chat, telephone, etc.). Additionally, to meet their various types of
customer service contact center requirements, some companies are interested
in more than one software delivery model such as both on-premise and SaaS.”
– “Now with better access to answers and an empowered community of knowledge
contributors, consumers using Web self-service will be able to find better
answers online without having to escalate to the call center as often,
resulting in a measurable increase in online customer satisfaction,” said
Mike Murphy, CEO of InQuira. “With call center agents now able to seamlessly
access their knowledge assets right from within their normal service flow,
they spend less time researching, and provide better answers, faster.”
Supporting Resources
– Siebel CRM
– Oracle CRM On Demand
– InQuira
About InQuira
InQuira Inc. provides software applications for web self-service,
collaboration, knowledge management, and agent-assisted support built from a
common technology platform that makes it possible for companies to provide a
consistent customer service experience across web, phone and community
channels. Featuring tight integration of search, content management,
discussion forums and analytics, the InQuira platform ensures companies can
author and harvest knowledge, make it accessible to the right people at the
right time, and measure its effectiveness at resolving customer problems.
Blue-chip customers include Nokia, 3M, Juniper Networks, RBS, Pitney Bowes,
SprintNextel, and E*Trade. The company is headquartered in San Bruno, Calif.
and can be reached at +1 (650) 246-5000 or via the Web at www.inquira.com
Oracle Innovation Showcase
For more than 32 years, Oracle has been a technology innovator, transforming
the way business is conducted. To learn about Oracle’s latest technologies,
visit the Innovation Showcase
100 days before Oracle OpenWorld. See oracle.com/innovation for more
information.
About Oracle
Oracle (NASDAQ: ORCL) is the world’s largest business software company. For
more information about Oracle, please visit our Web site at
http://www.oracle.com.
Trademarks
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affiliates. Other names may be trademarks of their respective owners.
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