InQuira delivers the software and expertise that improves the customer service experience on Web sites and in contact centers. The InQuira platform includes three tightly integrated technologies—natural language search, knowledge base management, and analytics—that work in harmony to deliver compelling solutions for Web self service, agent-assisted support, knowledge management, and website marketing. InQuira's blue-chip customers include Pitney Bowes, AVIS Group, Mentor Graphics, Sun Microsystems, BEA Systems, Fidelity Investments, Honda, E*Trade Financial and Bell Canada. For more information…
The InQuira 8 Customer Experience platform includes:
InQuira Information Manager provides an alternative to traditional knowledge management products by automating many of the steps that have previously required the skills of an expert operator. It serves as a comprehensive solution for identifying, acquiring, organizing, and sharing any type of enterprise information with customers and/or contact center agents. It provides a complete, workflow-driven content authoring, editing, review, and publishing environment that supports the entire information management lifecycle.
- Discussion Forums adds comprehensive collaboration functions as an optional product built on top of Inquira Information Manager and tightly integrated with InQuira Intelligent Search. Forum posts are automatically filtered with InQuira’s search engine to return possible answers or provide context sensitive marketing offers. Knowledge content can be contributed directly from the forums.
- Information Center is an out-of-the-box application included with InQuira Information Manager that is a perfect starting point for Web self-service. Information Center brings Intelligent Search, Discussion Forums, and Information manager together into a comprehensive knowledge portal.
InQuira Intelligent Search presents the core services that power the other products of the platform, including Linguistic Processing, Intent Processing, Search Processing, and Results Processing. It provides out-of-the-box understanding and analysis of language, both to determine the meaning and usage of content and to derive user intent. InQuira Intelligent Search dynamically creates personalized website experiences from Intelligent Search results. It delivers complete, intent-based responses to user search and navigation requests and includes the following modules:
- Personalized Navigation and Process Wizards are powerful modules for enhancing the capabilities of Personalized Response. They leverage existing customer and application context and present users with real-time guidance for search and concept refinement. In addition, these modules automate offer qualification and online service resolution.
- Contact Center Advisor integrates the power of Intelligent Search directly into the dashboards of leading CRM applications. It provides a complete intelligent search interface that enables contact center agents to quickly and accurately find answers to customer inquiries as an integrated part of the call handling process from within their CRM dashboard.
- User Experience Manager gives business analysts and other non-technical users the ability to optimize the online visitor experience on an intent-by-intent basis.
- Automated Email and Chat Resolution utilizes Intelligent Search to process requests for automatic resolution before they are handled by contact center personnel. It intercepts web-based email sales and service requests, and automatically responds, effectively deflecting incoming email traffic.
InQuira Analytics offers unmatched insight by providing a complete solution for easy access to the information necessary to effectively manage all aspects of the user experience driven by InQuira-based customer interactions. It enables the continuous refinement of end-user self-service and interactive marketing interactions on the web as well as the ongoing process of capturing, organizing, and retrieving content. InQuira Analytic’s comprehensive out-of-the-box reports span ROI and session analysis, user experience, discussion forums, authoring and the publishing process, as well as customer insight, customer feedback, and system performance.
Follow THIS LINK to access the InQuira press release library.