San Bruno, CA (PRWEB) October 18, 2007
InQuira Inc., a provider of integrated software applications for intelligent search, knowledge management, analytics and user experience, today announced that the company was cited by Forrester Research as leading the pack with customer service-oriented intelligent searching in the report titled "Specialized Customer Service Solutions Fill Gaps in Suite Functionality," dated September 24, 2007.
In the report, Forrester noted that "InQuira has expanded its product line to include a full knowledgebase offering forum, where a question posed can trigger a knowledgebase search or useful comments can be indexed into the knowledgebase for future use, advanced analytics, and broad content inclusion and indexing." The independent analyst firm also declared, "InQuira specializes in distilling customer intent from questions asked, which is especially applicable within vertical markets such as financial services (Bank of America, Fidelity Investments), automotive (Avis Rent-A-Car System, American Honda Motor), technology (Sun Microsystems, Yahoo!), and telecommunications (BellSouth, AT&T)."
In addition, Forrester wrote that with InQuira, "the same natural language interface can be used to solve support issues, direct incoming prospects to the most appropriate page to initiate a sales transaction, or automatically respond to an inbound email."
InQuira offers a fully integrated intelligent search and knowledge management solution that enables companies to manage and improve the customer experience across all interaction channels, whether it be through the contact center, website self-service or via sales and marketing initiatives. In response to the principles behind Web 2.0 products and services reverberating well beyond the user-generated content of wikis and blogs into more strategic business areas, InQuira has recently applied these community practices to its platform. InQuira Discussion Forums encourages collaboration with both customers and internal users so companies can capture the results of the interaction, harvesting knowledge to improve future user experiences.
"As businesses seek to optimize each individual support interaction from the customer's perspective, they are increasingly turning to solutions offered by InQuira to reduce the high costs associated with a poor user experience, online channel 'abandonment' and inefficient call center processes," said Mike Murphy, CEO of InQuira. "Our inclusion in Forrester's Customer Service Solutions Report reflects the industry's recognition of our commitment to provide our customers with innovative solutions - helping them profit from each and every customer interaction."
InQuira, Inc. improves the quality of customer interactions through websites and contact centers with integrated applications for intelligent search, knowledge management, analytics and user experience. InQuira's solutions leverage the company's patented intelligent search technology to understand customer intent in real-time and dynamically create a personalized response experience that incorporates the right information, data, applications and navigation paths. InQuira's blue-chip customers include: Bank of America; AVIS Group; Pitney Bowes; Chrysler; Sun Microsystems; BEA Systems; Fidelity Investments; Honda; and Sovereign Bank. The company is headquartered in San Bruno, Calif. and can be reached at +1 (650) 246-5000 or via the Web at http://www.inquira.com.