October 12, 2009 08:00 ET

InQuira Unveils iConnect for Oracle's Siebel Contact Center at Oracle® OpenWorld

Integration of InQuira Knowledge Management Into Siebel Contact Center Enables Faster Answers to Contact Center Inquiries

SAN FRANCISCO, CA--(Marketwire - October 12, 2009) - Oracle OpenWorld -- InQuira, a member of the Oracle® PartnerNetwork, today announced iConnect for Siebel Contact Center -- an enterprise knowledge solution that integrates with Oracle's Siebel Contact Center desktop -- at Oracle OpenWorld. 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.

"To provide a world-class customer service and support program, it is important that our customers get accurate answers in a timely manner," said John Owen, Vice President of Customer Advocacy at Blue Coat Systems. "With the InQuira solution, our customers can easily access relevant content from multiple sources through a single portal to speed time-to-resolution."

Key features of iConnect for Siebel Contact Center include guided assistance, linked answers, smart excerpts and managed answers. This feature set maximizes agent productivity and enhances the customer experience by arming agents with the information they need in an easily digestible format, enabling them to address customer inquiries in the fastest and most accurate way possible. Siebel Service Request data, such as product information and request summaries, provides context for agents' searches, while InQuira's natural language processing (NLP) capabilities understand the true intent behind customer inquiries to help agents find answers more quickly. Additionally, iConnect for Siebel Contact Center provides historical context, summaries of relevant knowledge articles and other content related to customer requests.

"iConnect for Siebel Contact Center offers our installed contact center customer base a value-add to our CRM desktop offering," said Anthony Lye, Senior Vice President of CRM for Oracle. "InQuira created a solution that runs transparently to the end user, meaning our customers can layer knowledge management capabilities into their solution without intensive service agent training."

Recognizing service agents as rich sources of intelligence, InQuira enables them to contribute their expertise by allowing them to rank and comment on the success of their searches, recommend changes to documents and author new solutions. To further enhance knowledge in real time, InQuira analytics measures the effectiveness of each service interaction to help agents improve the customer experience ongoing.

"On the heels of announcing integration of Oracle CRM On Demand with InQuira's Web self-service applications, we're thrilled to extend our relationship with Oracle to deliver a knowledge management solution for the contact center workforce," said Mike Murphy, CEO of InQuira.

Please visit InQuira at Booth #535 at Oracle OpenWorld (October 11-15, 2009 at the Moscone Center, San Francisco, CA).

About the Oracle PartnerNetwork

Oracle PartnerNetwork is a global business network of more than 21,000 companies that deliver innovative software solutions based on Oracle software. Through access to Oracle's premier products, education, technical services, marketing and sales support, the Oracle PartnerNetwork program provides partners with the resources they need to be successful in today's global economy. Oracle partners are able to offer their customers leading-edge solutions backed by Oracle's position as the world's largest business software company. Partners who are able to demonstrate superior product knowledge, technical expertise and a commitment to doing business with Oracle qualify for the Certified Partner levels.

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. The company is headquartered in San Bruno, Calif. and can be reached at +1 (650) 246-5000 or via the Web at


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Contact Information

  • Media Contacts:
    Monica Appelbe
    LEWIS PR for InQuira
    Tel: +1 415 992 4400
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