ADVENT SOFTWARE ENHANCES CUSTOMER EXPERIENCE WITH INQUIRA InQuira Cited as Provider of Excellent Customer Experience Software SAN BRUNO, Calif., March 24, 2009—InQuira, Inc., a leading provider of enterprise knowledge solutions for web self-service, contact center support and knowledge intranets, today announced that Advent Software, Inc. (NASDAQ: ADVS), a leading provider of software and services for the global investment management industry, is using InQuira’s enterprise knowledge management (KM) platform for its online and contact center customer support. Advent cited InQuira’s long-term vision for knowledge solutions and ease of integration as primary factors behind the partnership. Advent provides mission-critical investment management solutions for handling everything from portfolio management to trade order executions for over 4,500 firms. These companies come to Advent to improve operational efficiency, reduce risk and better serve their customers. Having the most reliable, up-to-date information for customer service is crucial. InQuira’s unique ability to understand true customer intent and deliver accurate answers to both agents and online customers enables Advent to provide a superior customer service experience with manageability and insight. “Advent has been delivering innovative solutions for the investment management community for 25 years. Through the process of building a strong and diverse customer base, we have accumulated enormous amounts of customer, product and partner data that can be difficult to manage, let alone use strategically,” said Casey Keller, Sr. Director of Client Services at Advent Software. “InQuira’s knowledge platform provides us with the in-house tools to efficiently leverage all of this information so we can strategically improve the entire customer service experience.” Previously, Advent was using a custom solution integrated with its CRM platform, but realized that an alternative solution was needed to improve the insight and delivery of answers for customers across both web and call center service channels. Advent selected InQuira over the competition for its strong knowledge management platform, best practice methodologies and proven success in providing a superior online customer service experience. “As companies are forced to do more with less, InQuira has emerged as a strategic solution for companies like Advent to standardize on a single knowledge platform,” said Mike Murphy, CEO of InQuira. “Business executives are looking for ways to consolidate their workforce, improve employee proficiencies across product lines and push as many interactions as they can to web self-service. Strategic investment companies like Advent have managed to do just this and still deliver the ultimate customer experience.” About InQuiraInQuira Inc. provides software applications for web self-service, collaboration, knowledge management, and agent-assisted support built from a common technology platform that makes it possible for companies to provide a consistent customer service experience across web, phone and community channels. Featuring tight integration of search, content management, discussion forums and analytics, the InQuira platform ensures companies can author and harvest knowledge, make it accessible to the right people at the right time, and measure its effectiveness at resolving customer problems. Blue-chip customers include Nokia, 3M, Juniper Networks, RBS, Pitney Bowes, SprintNextel, and E*Trade. The company is headquartered in San Bruno, Calif. and can be reached at +1 (650) 246-5000 or via the Web at www.inquira.com.
|