CRM Solution: Inquira Releases Integrated Search And Knowledge Management Solution, Inquira 8
Redefines How Companies Support Customers in Web 2.0 World
InQuira Inc., a provider of integrated software applications for intelligent search, knowledge management, analytics and user experience, today announced the launch of InQuira 8, the latest version of its flagship solution for improving customer interactions on the Web. Featuring new collaboration technology that harnesses the power of their user communities, InQuira 8 is a fully integrated solution designed especially for companies looking to profit from each and every customer interaction.
InQuira 8 represents the first phase of a new product and technology roadmap for InQuira that will eventually structure online interactions into packaged applications tailored for specific industries. For those industry-specific interactions to deliver value to companies and their customers alike, they must satisfy the information needs of the consumer and result in the transactions and conversions desired by companies. To accomplish this, companies require an integrated platform that can harvest knowledge from all willing contributors (including employees, customers and partners) and provide the ability for consumers to access that knowledge. The platform must also include mechanisms to evaluate user experience and quickly implement improvements, keeping pace with the rapidly changing needs of customers.
"Organizations that strategically augment their search capabilities with KM stand to increase productivity, become more effective in their interactions with customers and reduce the cost of all customer interactions," said Michael Maoz, vice president and distinguished analyst at Gartner, Inc.
InQuira Information Center: Delivering Single Web Support Experience
InQuira 8 introduces InQuira Information Center, an out-of-the-box web application that integrates InQuira products to deliver a compelling portal-like knowledge application for customer service and support web sites. Information Center is dynamically driven from the configuration of InQuira Information Manager, InQuira Intelligent Search and InQuira Discussion Forums to provide an integrated set of functions in a single web application. This application is used by customers, partners, and employees to ensure consistency of information across all user communities while still providing a personalized experience for each user.
InQuira Discussion Forums: Harvesting Knowledge from Community Collaboration
The principles behind Web 2.0 are reverberating well beyond the user-generated content of wikis and blogs and into more strategic business areas. For most companies, the user community holds a significant amount of information and insight about a company's products. InQuira applied the community and collaboration principles of Web 2.0 to develop InQuira Discussion Forums, a new comprehensive collaboration platform in InQuira 8. Discussion Forums is tightly integrated with InQuira Intelligent Search and InQuira Information Manager to create a completely seamless self-service experience for web users. It can be used by both customers and internal users to collaborate and then capture the results of the interaction to improve future self-service user experiences.
InQuira Information Manager: Facilitating Knowledge Capture Processes
In addition to improving the ability of the user community to create, use and maintain the most effective knowledge content, InQuira Information Manager 8 introduces user subscriptions and authoring process improvements, such as personalized list capabilities, bulk operations, task auto-assignment, reputations model enhancements and more.
InQuira Intelligent Search: Simplifying System Administration
New tools like System Manager and Log Event viewer are being introduced in a thin-client environment, simplifying administrator functions to set-up collections, schedule content processing jobs, view job status in real-time and quickly diagnose any problems that might occur. User Experience Manager (UEM), part of the Intelligent Search product, provides a simple interface to add intent responses, assign the responses to different user segments and perform basic dictionary tasks like adding company-specific concepts and synonyms. The enhanced UEM provides a way to segment the search queries through context variables and to use process wizards as intent responses.
InQuira Analytics: Measuring the Value of the User Experience
InQuira Analytics has been enhanced to provide even more valuable insight, enabling companies to more effectively manage their complete Web and contact center user experiences. InQuira 8 adds Session and User Experience analysis, including new reports on InQuira Personalized Navigation, InQuira Process Wizards and complete session and activity analysis.
"Great search without good content is worthless, and the same holds true in the reverse," said Mike Murphy, president and CEO of InQuira. "Companies require an integrated offering to have any real impact on improving customer interactions. With InQuira 8, we're delivering a fully integrated solution for KM and intelligent search that also includes advanced analytics to help monitor and fine tune the whole experience, completing the lifecycle of customer interaction effectiveness," added Murphy.
Availability
InQuira 8 is available today on Windows, Linux and Solaris platforms. For more information, please register for Unveiling InQuira 8 web cast on Feb. 22nd, or visit the InQuira 8 micro site.
About InQuira
InQuira, Inc. improves the quality of customer interactions through websites and contact centers with integrated applications for intelligent search, knowledge management, analytics and user experience. InQuira's solutions leverage the company's patented intelligent search technology to understand customer intent in real-time and dynamically create a personalized response experience that incorporates the right information, data, applications and navigation paths. InQuira's blue-chip customers include: Bank of America; AVIS Group; Pitney Bowes; Chrysler; Sun Microsystems; BEA Systems; Fidelity Investments; Honda; and Sovereign Bank. 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.