Genesys, an Alcatel-Lucent company, and InQuira, a leading provider of enterprise knowledge solutions, today announced a formal OEM agreement. Under the terms of the agreement Genesys will offer InQuira’s knowledge platform as an integrated application in the Genesys eServices suite. Today’s announcement expands the collaboration and partnership between the two companies, which first announced the integration of their respective software suites in April 2009.
“Today’s savvy consumer communicates with companies on the phone, web, and mobile devices,” said Nicolas de Kouchkovsky, Chief Marketing Officer, Enterprise Applications for Alcatel-Lucent. “Unfortunately, an interaction that starts on the web and later moves to the phone often creates a disconnected and frustrating customer experience. The Genesys and InQuira relationship delivers a true cross-channel conversation solution that consolidates disparate interactions into one conversation, while knowledge-enabling any channel for consistent and reliable answers.”
Genesys Knowledge Management Powered by InQuira is built on the new Genesys G8 platform, also announced today. It integrates customer interactions across channels—spanning voice, web, email, chat, SMS or the IVR system—enabling companies to deliver a seamless and consistent experience whenever a customer interacts with a company.
The combined eServices solution incorporates the Genesys Customer Interaction Management Platform to ensure that any interaction is prioritized and assigned to the resource best equipped to address a customer’s issue. It also leverages InQuira’s natural language processing and intelligently pulls the most relevant information from wherever it is stored to quickly resolve customer inquiries regardless of the channel.
“Genesys continues to drive innovation in service and support with the launch of its G8 platform and extended suite of eServces applications,” said Michael Murphy, CEO of InQuira. “Its decision to standardize on InQuira’s technology to power its Knowledge Management application further validates our industry-leading position and the value we bring to enterprises around the world. The integrated solution is in use today, and we look forward to working closely to bring the substantial benefits of knowledge management to more Genesys eServices customers.”
Genesys Knowledge Management Powered by InQuira is available immediately. InQuira and Genesys will be showcasing the eServices application at G-Force 2010 in Chicago, April 13 – 15.
About Alcatel-Lucent’s Genesys
Alcatel-Lucent’s Genesys solutions feature leading software that manages customer interactions over phone, Web and mobile devices. The Genesys software suite (genesyslab.com) handles customer conversations across multiple channels and resources—self-service, assisted-service and proactive outreach—fulfilling customer requests, optimizing customer care goals while efficiently using resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies leverage their entire organization, from the contact center to the back office, while dynamically engaging their customers.
InQuira, Inc. (inquira.com) is a leading provider of enterprise knowledge solutions that connect people to the answers they need. Companies around the world rely on InQuira solutions to increase customer satisfaction and loyalty with personalized interactions through Web self service, agent-assisted contact centers and knowledge intranets. InQuira was founded in 2002 and is headquartered in San Bruno, California.
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