Press ReleasesTina Miteko INQUIRA 6.5 TRANSFORMS COMPANIES' ABILITY TO SERVICE CUSTOMERS Latest Version of Automated Self-Service Software Offers Robust Multi-lingual functionality and Siebel Integration, Arms Call Center Agents with Content from Across the Enterprise SAN BRUNO, CA, May 3, 2004 — InQuira, Inc., the leading provider of automated self-service applications for Web-based sales and service, today announced the release of InQuira 6.5, the latest version of its award-winning software that improves the customer experience across all interaction channels. New capabilities in InQuira 6.5 include multi-lingual support, Siebel 7 Integration Adapter, a new "dictionary builder", and automated email response functionality. InQuira software transforms business Web sites into powerful tools for acquiring new customers, cross-selling and up-selling products and services, reducing call center costs, and driving customer satisfaction. With InQuira 6.5, companies can offer interactive web self-service by empowering customers to find answers to their service or sales questions with 85%-95% accuracy directly on the company's website. This high level of accuracy is driven by InQuira's semantic processing engine, which is at the core of InQuira's self-service application. InQuira 6.5 also improves the effectiveness of call center agents by enabling them to quickly and effectively find information from across a variety of applications, databases, documents and knowledge repositories, all directly from within their call center application. "Companies that select InQuira's self-service solution are increasing their customer satisfaction by delivering improved sales and service through the customer's preferred channel," said Mike Murphy CEO at InQuira. "Our customers are achieving ROI results that directly contribute to the bottom line profitability of the company, by improving customer retention and increasing new customer acquisition. With the latest release of our product, customers will benefit from robust new functionalities, seamless CRM adapters, and support for multi-lingual search capabilities." New features released in InQuira 6.5 include: Multi-lingual Support: InQuira 6.5 introduces multilingual search for French, Italian, German, Spanish and Japanese. Features include:
InQuira 6.5 Siebel Adapter: The InQuira Siebel 7 Adapter greatly enhances employee productivity as it enables users to search directly from within a Siebel application across all relevant content, regardless of where it exists within the enterprise. InQuira 6.5 can search natively within a variety of enterprise applications, databases, knowledge repositories, and websites, each of which can contain a variety of document formats. This ability allows the InQuira engine to access content in its original sources and does not require consolidation into a centralized repository. The InQuira Siebel 7 Adapter has been developed using the Siebel EAI architecture and has been validated through the Siebel Validation Program. The Siebel Validation Program applies rigorous technical scrutiny to evaluate the integration of third-party solutions with Siebel business applications. Dictionary Builder: New to InQuira as part of the 6.5 release, the Dictionary Builder automates the creation and management of a company dictionary, which can include product names, product codes, feature names, company acronyms, and other company-specific information. Customers use a GUI-based administration tool to scan company-specific product and service content for new concepts and relationships. These new terms can be easily merged into the existing dictionary, drastically reducing the amount of effort required to implement and maintain an InQuira application. Email Deflection: The InQuira 6.5 Email Module optimizes existing investments in EMS applications with the InQuira semantic processing engine. The Email Module initially responds to customer email requests with a small set of highly accurate and precise responses. If the customer is not satisfied with the response, the email request is then passed on to the EMS. By deflecting these emails, InQuira 6.5 can greatly reduce the volume of emails that need to be handled through the EMS. "InQuira leverages advanced technology that understands customer and employee needs for information. This enables ecommerce and technical support sites to reduce costs by answering questions without human intervention. With its latest product offering, InQuira is well-positioned to gain momentum in the self-service market," said Sue Feldman, Vice President Content Technologies Research at IDC. "IDC estimates that the Search and retrieval market will grow from $613M in license and maintenance to $1.3 Billion in 2008." Availability About InQuira InQuira, Inc., InQuira 6.5 are trademarks or registered trademarks of InQuira, Inc. User Interface Engineering, User Interface 8 Conference, and UI8 are trademarks of User Interface Engineering. All other company and product names may be trademarks of the company with which they are associated. |