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InQuira Selected by Sterling Commerce for Call Center Problem Resolution

November 13, 2007

InQuira, a vendor of software for intelligent search, knowledge management, and analytics, has announced that Sterling Commerce, a subsidiary of AT&T, has selected the InQuira 8 integrated platform.

 
Sterling Commerce is using InQuira 8 to “integrate its knowledge base with its search capabilities to improve the problem resolution experience for online customers and call center support representatives,” InQuira officials say.
 
InQuira Information Manager, a knowledge base application, lets Sterling Commerce create new articles for the knowledge base. InQuira’s Intelligent Search gives representatives and customers search and retrieval capability to find the information they need to resolve customer problems, and InQuira Analytics provides management with a mechanism to evaluate user experience and implement improvements.
 
Representatives and customers “found it difficult to find the information they knew existed in the knowledge base, and customers wanted better search capabilities on our support site,” said Doug Olson, Vice President of Global Support at Sterling Commerce. “We realized, though, that search on its own will not provide our agents and customers with the fulfilling support experience we want to deliver. We need a tightly integrated knowledge base and search.”
 
“More and more companies recognize they need an integrated platform of knowledge management, intelligent search, and analytics,” said Mike Murphy, InQuira’s President and CEO.
 
Last month InQuira announced that Serena Software will be implementing the InQuira Customer Experience Platform to “power its search and knowledge management initiatives.”
 
More than 15,000 organizations use Serena’s products, company officials say, adding that “the recent launch of Serena Mashup Composer puts an entirely different demand on customer service.” Targeting individual users looking to create business mashups, Serena officials anticipate “both exponential growth and an increasing reliance on online support within its customer base.”
 
“We need to provide our customers with the type of online customer service they are accustomed to getting from industry leading consumer companies,” said Peter Sianchuk, vice president of worldwide support, Serena Software.
 
InQuira Information Manager provides a content authoring, editing, review and publishing environment for the information management lifecycle, so Serena can manage and maintain its knowledge base.
 
Earlier this year InQuira announced the launch of InQuira 8, the latest version of its flagship product “for improving customer interactions on the Web,” company officials said.
 
Headquartered in Columbus, Ohio, Sterling Commerce has offices in 19 countries and most major cities around the world. Blue-chip customers of InQuira include Bank of America, AVIS Group, Pitney Bowes, Chrysler and Sun Microsystems. The company is headquartered in San Bruno, California.
 
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David Sims is a contributing editor for ContactCenterSolutions. To see more of his articles, please visit his columnist page.
 
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