September 09, 2009
Oracle Announces Combo Including InQuira
By David Sims
TMCnet Contributing Editor
Oracle has announced the availability of an integration combining the capabilities of Oracle (News - Alert) CRM On Demand with InQuira's On Demand Web self-service applications.
Company officials say it's designed to let customers go from self-service to live agent-assisted service: "Service agents receive overall view of customer issues and actions taken, providing a consistent experience across Web, phone and community-based channels."
InQuira was selected by Oracle as Oracle's preferred tool for Knowledge Management for Siebel CRM last year.
The move was described by Oracle officials as a way to "expand the companies' collaboration to include Oracle CRM On Demand," resulting in Oracle an "integrated enterprise multichannel CRM service" product for both on demand and on premise delivery.
With InQuira (News - Alert) knowledge management available on demand and embedded in the Oracle CRM On Demand desktop, customer service agents can "access answers right from within their normal service flow," company officials say, describing the service as "fully integrated and available for both on demand and on premise delivery," allowing joint customers to extend on premise deployments with on demand.
InQuira's On Demand Web Self-Service application is designed to let users find answers for issues, using community forums to use "the entire customer base to contribute to knowledge creation."
Last month, TMC reported that Oracle was given the approval by the U.S. antitrust to buy computer maker Sun Microsystems (News - Alert), for reportedly $7.4 billion, to be completed before the end of this month.
Oracle officials at the time said that while the deal cleared by the U.S. Justice Department with no restrictions, "the takeover also requires approval by the European Commission."
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.Edited by Stefania Viscusi
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