InQuira Solution Profile
Knowledge Applications for the Enterprise

InQuira provides the software and services that make the unstructured knowledge of the enterprise actionable. InQuira software applications facilitate better customer service experiences on websites and through contact centers. Businesses use InQuira to drive down support costs through faster, more effective service resolutions and drive up revenue with targeted interactions based on an accurate understanding of a user’s intent.

Providing a compelling customer service experience that delivers fast, accurate answers and guides both agents and website visitors through complex service issues requires several critical capabilities. Organizations must be able to:

• Understand their customers’ needs;
• Recognize and harvest the content which addresses those needs, regardless of where it resides;
• Deliver that information at the right time in a personalized manner, and
• Measure the effectiveness of each interaction, and identify opportunities for improvement.

A Sum Greater Than Its Parts
Only InQuira delivers all these capabilities from an integrated platform—a platform that enables organizations to deliver a superior experience to their customers and employees by automating the process of discovering what users are asking for and why. Businesses use InQuira for three primary reasons:

1. To reduce support costs by delivering faster, more effective customer service—both online and in the contact center;

2. To engage visitors, understand their objectives for that visit, and tailor the interaction to deliver the content that will make it easier for browsers to convert into buyers; and

3. To capture, harvest, share and apply unstructured enterprise knowledge that allows employees to work smarter, and organizations to be more efficient with core business processes.

InQuira has integrated technologies for natural language search, content management, community management, reputation management and analytics into a single software platform of knowledge applications for the enterprise. Out-of-the-box applications include solutions for:

• Web self service—empowering customers to help themselves, while deflecting calls from the contact center and lowering overall support costs;
• Agent-assisted support—arming call agents with the information they need
  to be faster and more productive in resolving customer problems;
• Corporate knowledge management—offering the tools to streamline content development, aggregation and sharing, so organizations can fully apply corporate knowledge; and
• IT help desk support—enables service desks to draw on collective enterprise knowledge and expertise to deliver fast, accurate and consistent help desk answers.

Key features and benefits of the InQuira software platform

• Information center for self service, call center, knowledge exchange and IT help desks: Pre-configured knowledge applications that can be integrated into existing sites; user control over personalization and subscriptions; escalation and case deflection mechanisms; integration into SSO and LDAP systems; and adaptors for integration into most CRM and case-tracking systems.
• Intelligent search: Understanding customer intent with industry domain dictionaries; connectors for content management systems and various content formats; categorization, filtering and step-by-step process wizards to diagnose problems or otherwise direct visitors; and ability to return in one results set content from multiple repositories—including the InQuira knowledgebase and discussion forums.
• Information management: Flexible templates and authoring; configurable workflow and notification inbox for tasks and approval; and multi-lingual authoring and translation support.
• Communities: Support for moderated and unmoderated communities; article ratings and workflow for harvesting knowledge content; and secure threads by category for private discussions.
• Expertise location: Identification of top-rated experts by skills or contributions; configurable point system based on reusability of contribution; and integration into point-of-presence systems
• Analytics: Session-based tracking of user activity across entire interaction; operational reports for content capture, creation, re-use and workflow; and content usefulness and gap reports.

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InQuira provides software applications for Web self-service, agent-assisted support, knowledge management and collaboration, 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, reputation models 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. Blue-chip customers include Nokia, 3M, Juniper Networks, RBS, Pitney Bowes, SprintNextel, and E*Trade.