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Oracle reports it has agreed to purchase InQuira, a provider of knowledge management software that supports Web self-service and agent-assisted service. Financial details were not disclosed. InQuira explains its solutions improve customer service and satisfaction by helping customers find more relevant answers to questions online or from a service agent guided by a scalable knowledge management platform. The transaction is subject to customary closing conditions and regulatory approvals. Says Anthony Lye, SVP of Oracle CRM, “The acquisition of InQuira provides Oracle with a complete knowledge management suite, integrated with self-service support, online customer forums and agent-assisted CRM. We expect InQuira to be the centerpiece for Oracle Fusion CRM Service.”
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