Browse the links below to see how InQuira's products, partners, and customers are making news.
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Beyond the Hype: Communities and the Payoff for Customer Service
Call Center Times
July 15, 2010
“No one likes to reinvent the wheel. That’s why, when we as consumers run into questions or issues, it’s our natural inclination to see if others have run into the same issue and what they did to resolve it. Given this, a company-sponsored customer forum, or what is now being coined a “gated community”, can be a great focal point for customers as they seek to get questions answered.”
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5 Ways to Boost Productivity in the Contact Center
Contact Professional
July 7, 2010
"The performance of many support organizations has hit a wall. In spite of a host of investments, whether in telephony, CRM systems, call routing, or workforce management, performance gains have been incremental, if realized at all.”
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Improving the Customer Experience Using Social Networks
Contact Professional
June 16, 2010
“Customers increasingly expect to get access to contextually relevant information through methods of their choosing - such as the web, email, live chat, and phone, as well as emerging social channels such as discussion forums, Facebook and Twitter. This proves to be particularly true during unpredictable events, such as recalls or service issues, when a company’s web traffic, contact center interactions and general service inquiries skyrocket.”
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IT seeks to speed up product recalls
Financial Times
March 16, 2010
“It is not that the customer has a problem, but how you react, that matters,” says Mike Murphy, InQuira’s chief executive. “With the right knowledge management infrastructure, companies can be listening, respond closer to real time, and be more transparent… everyone needs to recognise the need to identify [potential] issues and to be more responsive.”
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Building Self-Service Applications in the Cloud
ITBusinessEdge
March 3, 2010
Self-service applications in recent years have been all the rage because they offer real potential to lower customer support costs, which typically adversely affect profits in most organizations. However, building these applications has been difficult for some, so getting a head start on development by leveraging ready-made infrastructure in the cloud may be just what customers with limited internal IT resources need. More... |
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Genesys gets powered by InQuira
Ovum
March 1, 2010
At its content-packed event for industry analysts held in Menlo Park, California, Genesys gave a preview of its forthcoming OEM relationship with InQuira. Although the two companies first announced an integration partnership in June 2009, this deal puts the InQuira knowledge management tools on the Genesys product price list. More... |
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Quicker, better answers
KMWorld
October 14, 2009
iConnect for Siebel Contact Center offers service agents one-click access to InQuira's complete knowledge management capabilities to expedite responses to customer inquiries and improve the quality of customer care.
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SaaS CRM vendors get serious about Web self-service features
SearchCRM
September 9, 2009
Oracle Corp.'s integration with San Bruno, Calif.-based InQuira expands the integration from InQuira and Oracle's on-premise CRM system to the SaaS offering. InQuira serves as the knowledge management piece of Oracle CRM On Demand and allows customers to move from self-service to agent-assisted service seamlessly, according to Oracle.
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Oracle Announces Combo Including InQuira
TMCnet
September 9, 2009
With InQuira knowledge management available on demand and embedded in the Oracle CRM On Demand desktop, customer service agents can "access answers right from within their normal service flow," company officials say, describing the service as "fully integrated and available for both on demand and on premise delivery," allowing joint customers to extend on premise deployments with on demand.
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Oracle Integrates InQuira Knowledge Management into Oracle CRM
eWeek
September 8, 2009
Oracle's collaboration with InQuira produces a service that allows enterprise call centers to seamlessly combine their Web and voice channels within a call center on-demand product, and pair that with embedded analytics. Operating hand in hand with Oracle CRM On Demand, InQuira's On Demand Web Self-Service application allows customers to find relevant data on a network.
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Oracle On Demand Gets Customer Service Knowledge Management with Integration with Inquira
The Forrester Blog For Business Process & Applications Professionals
September 8, 2009
The annoucement of the integration of Oracle CRM OnDemand with InQuira's web self-service via a Saas platform - means that there just might be a few more customers out there - that when they search for an answer on a company's website they will get an answer that is meaningful to their question. And that means fewer escalations to the contact center.
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Get Smarter with Knowledge Management
destinationCRM.com
August 17, 2009
Today's organizations can not only weather budget cuts, but overcome the limitations of traditional CRM solutions, improve service levels, and strengthen their competitive position. How? By harnessing the capabilities of "smart CRM"—an intelligent integration of CRM and knowledge management (KM).
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Blue Coat enhances online knowledge management system
Business Intelligence Middle East
August 6, 2009
The knowledge management system is integral to this initiative and unifies the vast reserve of technical knowledge and expertise that Blue Coat maintains in multiple locations to better serve our customers’ service and support requirements.
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InQuira's enterprise knowledge solutions implemented by Blue Coat Systems
TMCnet
July 28, 2009
Enterprise knowledge solutions provider InQuira Inc announced on Monday that Application Delivery Networking company Blue Coat Systems Inc is deploying its enterprise knowledge solutions for its online and contact centre customer support.
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InQuira IBM Knowledge Assessment
Beyond Search
July 18, 2009
The survey is designed to obtain information about my knowledge quotient. The url for the survey is http://myknowledgeiq.com... I give the tool a good grade. More... |
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Cross Channel Finds Traction in Contact Centers
TMCnet
June 15, 2009
Web-based interactions should also improve as a result of a partnership between Genesys and InQuira. The two companies have integrated their respective software suites to enhance self-service interactions by presenting the right information and resources customers need. More... |
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Investing in Knowledge Management: Financial software developer Advent
uses InQuira to show it's what you know and who you know
CRM
June 2009
"Our KM approach isn't about deflecting; it's about providing the best client experience we can offer. The goal was to be so good on the Web that clients want to go there..." More... |
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Smart CRM: A Game-Changing Investment for Tough Times
KMWorld
April 2009
What if your support organization could deliver more advanced, responsive and effective services, while all your competitors are busy treading water? Register to download... |
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From Service to Experience
KMWorld
April 2009
There's been about a $20 billion investment in CRM over the past five to 10 years, and when you look at the customer satisfaction levels, you have to wonder... why aren't we moving the needle? Register to download... |
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Genesys and InQuira Team Up
eContent Magazine
April 24, 2009
By combining Genesys' customer interaction software with InQuira's knowledge management applications, this joint solution supports customers' use of non-voice channels on the web and mobile for customer support. The InQuira knowledge suite provides answers and continuity throughout customer inquiries, even across different conversation channels. More... |
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Genesys, InQuira Integrate Solutions
TMC Net
April 22, 2009
The joint solution, available for immediate deployment, combines Genesys' customer interaction software with InQuira's knowledge management applications and in doing so supports e-mail, chat, and self-service web and mobile for customer support. More... |
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Genesys and InQuira Provide Integrated Knowledge-Management
and Customer-Service Solution
The Gilbane Group
April 21, 2009
Genesys, an Alcatel-Lucent company, and InQuira Inc. announced the integration of their respective software suites, enabling consumers to now have a seamless consistent experience when they interact with a company's contact center regardless of the communication channel they use. More... |
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Genesys and InQuira Partner on Joint Solution
Contact Center World
April 21, 2009
By combining Genesys’ customer interaction software with InQuira’s knowledge management applications, this joint solution supports customers’ desires to use non-voice channels on the web and mobile for customer support. More... |
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Advent Software Partners with Inquira
eContent Magazine
March 27, 2009
Advent Software, Inc., a provider of software and services for the global investment management industry, is using InQuira's enterprise knowledge management (KM) platform for its online and contact center customer support. Advent cited InQuira's vision for knowledge solutions and ease of integration as primary factors behind the partnership. More... |
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Knowledge platform adds insight and answers
KMWorld
March 25, 2009
A company that provides software and services for the investment management industry launched a new enterprise knowledge platform to enhance its online and contact center customer support. More... |
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InQuira Announces Record Q4 Results and Banner Year
Customer Think
January 21, 2009
InQuira continued to win innovation awards in 2008, and also saw evidence of the benefit of its technology with the recognition of several InQuira customers for their customer service excellence. Three of InQuira’s customers were recognized by the Association of Support Professionals’ (ASP) Ten Best Web Support Sites for 2008. More... |
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InQuira Announces Record Fourth Quarter Results and Banner Year for 2008
TMCNet
January 21, 2009
During the year, InQuira increased its software license transactions with global organizations in the telecommunications, financial services, media, hospitality, pharmaceutical, and technology industries. More... |
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InQuira Says IGT Picks InQuira for Customer Service
TMCNet
January 8, 2009
IGT will use InQuira's Knowledge Management software platform and customer service application to try to get "faster, more effective support products" for IGT's Web self-service customers and call center agents, according to IGT officials. More... |
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IGT selects InQuira to power customer support
Computer Business Review
January 8, 2009
That is why we invested in InQuira's Knowledge Management platform, web self-service application and seamless integration with SAP's CRM system for our customers and call center agents. More... |
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International Game Technology Selects Inquira’s Knowledge Management Solutions To Power World-Class Customer Support
CRM Advocate
January 7, 2009
IGT will leverage InQuira’s Knowledge Management software platform and customer service application expertise to provide faster, more effective support solutions for IGT’s Web self-service customers and call center agents. More... |
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Re:Tooling -- Tech Solution: Web Self-Service
CRM Magazine
January, 2009
For customers, the solution provides answers with an intent-driven strategy, which improves online search accuracy, minimizes service escalations, and improves online commerce and channel adoption. More... |
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InQuira Eliminates Language Barrier
Intranet Journal
January 6, 2009
With InQuira 8.1, you can search for information in your native language, but get results from offices around the world. You're no longer barred from that information because of language differences. More... |
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