Knowledge plus search equals power

Sterling Commerce, a subsidiary of AT&T, has chosen an integrated platform from Inquira to improve customer service. The company will use InQuira 8 to integrate its knowledgebase with its search capabilities to enhance problem resolution for online customers and call center support representatives.

According to a recent press release from InQuira, the integrated platform includes its: Information Manager, with which Sterling can create new solution articles for the knowledgebase; Intelligent Search, which provides search and retrieval features to resolve customer problems better; and Analytics, which allows management to evaluate the user experience and make improvements.

"We surveyed our support representatives and customers, and listened to their concerns. The message was clear. They found it difficult to find the information they knew existed in the knowledgebase, and customers wanted better search capabilities on our support site," says Doug Olson, VP of global support at Sterling Commerce.

Olson continues, "We realized, though, that search on its own will not provide our agents and customers with the fulfilling support experience we want to deliver. Search needs quality knowledge content to be effective, and quality knowledge content has limited value without an effective way to retrieve it. We need a tightly integrated knowledgebase and search solution to really deliver on the expectations of our customers. InQuira 8 gives us that solution."