InQuira, a leading provider of enterprise knowledge solutions, today announced an agreement with SAP AG to develop the integration of InQuira knowledge and social capabilities with the SAP® Customer Relationship Management (SAP CRM) application, including capabilities such as interaction center support, Web channel, sales management and marketing automation. The integrated solutions will enable businesses to provide a consistent, intuitive customer experience across channels and business processes via a single knowledge platform.
InQuira will initially focus on delivering the following functionality with SAP CRM:
• Web channel: Out-of-the-box integration with the comprehensive self-service capabilities of SAP CRM will enable InQuira to use product and customer information stored in SAP CRM to personalize the user experience and help ensure exceptional customer service. Integrated deflection mechanisms will maximize the utilization of online and social channels as a first line of support, alleviating the burden on the interaction center. Additionally, InQuira will enhance the e-service capabilities of SAP CRM by providing the knowledge to populate a rich, customized self-service and knowledge portal. InQuira knowledge also enhances the e-commerce customer shopping experience to help boost conversions through product FAQs and other relevant content.
• Interaction center: In the interaction center, InQuira’s knowledge tools will be integrated with the agent desktop of SAP CRM, giving agents easy, one-stop access to knowledge assets. Agents will be able to rapidly capture, share, re-use and apply knowledge to solving customer requests, improving key interaction center metrics, such as call handling time, and first-call resolution.
• Social media: InQuira delivers rich social media capabilities, including discussion forums, commenting and feedback, and user reputation models. These tools allow customers to actively engage with each other, build strong knowledge communities, and leverage crowd knowledge from internal support employees and customers.
“Companies are continually looking to differentiate themselves by delivering exceptional customer service across all of their customer touch points,” said Jujhar Singh, senior vice president of CRM Solution Management and Global Strategy, SAP. “The comprehensive capabilities of the InQuira offering integrated with SAP CRM will enable organizations to execute smarter and with more consistency. Through the integrated offerings, organizations break down the silos within the customer experience lifecycle, from marketing to sales to support and back-office settlement, to help companies achieve the level of service their customers expect.”
“We are excited about the benefits that will be provided to customers through the integration of InQuira knowledge capabilities with SAP solutions,” said Michael Murphy, CEO of InQuira. “While the initial integration is focused on SAP CRM solutions, InQuira knowledge also has broad applicability for improving the end-to-end customer engagement lifecycle through integration with SAP Business Suite software.”
Visit InQuira in booth 214 at the SAPPHIRE® NOW conference, being held in Orlando, Fla., May 16-19. InQuira will also host two presentations with SAP at the show: “Cutting-Edge Customer Relationship Management Through Co-Innovation” on Monday, May 17, 11:15 am and “Differentiated Customer Experience via Web Channel Experience Management” on Tuesday, May 18, 4:00 pm.
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.
SAP, SAPPHIRE and all SAP logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries. All other product and service names mentioned are the trademarks of their respective companies.
SAP Forward-looking Statement
Any statements contained in this document that are not historical facts are forward-looking statements as defined in the U.S. Private Securities Litigation Reform Act of 1995. Words such as “anticipate,” “believe,” “estimate,” “expect,” “forecast,” “intend,” “may,” “plan,” “project,” “predict,” “should” and “will” and similar expressions as they relate to SAP are intended to identify such forward-looking statements. SAP undertakes no obligation to publicly update or revise any forward-looking statements. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations The factors that could affect SAP's future financial results are discussed more fully in SAP's filings with the U.S. Securities and Exchange Commission ("SEC"), including SAP's most recent Annual Report on Form 20-F filed with the SEC. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates.
Nadja Blagojevic, LEWIS – Global Public Relations for InQuira, Inc.
T: +1 415-992-4419 - E: inquira[.]lewispr.com.
© 2010 InQuira, Inc. All rights reserved. InQuira is a trademark of InQuira, Inc. All other trademarks mentioned in this document are the property of their respective owners.