Press Releases

Tina Miteko
InQuira, Inc.
650-246-5089
tmiteko@inquira.com

INQUIRA EXPANDS INTELLIGENT SEARCH SOLUTION FOR CONTACT CENTERS WITH INTRODUCTION OF TWO NEW PRODUCTS

InQuira Contact Center Advisor transforms contact center performance; integrates intelligent search directly into dashboards of leading CRM applications

InQuira Information Manager leverages Intelligent Search; offers more productive alternative to traditional Knowledge Management products

SAN BRUNO, CA, October 4, 2004 — InQuira Inc., provider of the leading intelligent search solutions for improving personalized customer interaction on the web, today announced an expanded InQuira Solution for Contact Centers with the introduction of two new products. InQuira Contact Center Advisor is designed to transform contact center performance by integrating InQuira's patented Intelligent Search technology directly into the contact agent dashboards of leading CRM applications. InQuira Information Manager leverages the Intelligent Search technology to provide a more productive alternative to traditional knowledge management products. Both products are targeted for release by the end of Q4 and are being introduced this week at the Service & Support Professionals Association Conference in Savannah, GA http://www.sspaconferences.com/savannah/.

"With this announcement, we are significantly raising the bar for the use of intelligent search technology to improve both the productivity of contact centers, as well as the quality of information they can deliver to customers," said Mike Murphy, CEO at InQuira. "Both of these new products reflect the work we have done with our customers to identify new ways our technology can be leveraged and implemented to improve the productivity of contact center agents."

"InQuira is already playing a key role in our efforts to improve Web support for our customers, and we are looking forward to the productive impact these new products can have on our support centers," said Tom Floodeen, VP Customer Service at Mentor Graphics.

InQuira Contact Center Advisor
InQuira Contact Center Advisor provides a complete intelligent search interface that enables contact center agents to quickly and accurately find answers to customer inquiries as an integrated part of the call-handling process from within their CRM dashboard. Contact Center Advisor is available as a plug-and-play module for leading CRM systems such as Siebel and Amdocs Clarify, and its user interface has been designed and highly optimized to maximize agent productivity by serving as a fully integrated part of the CRM user cockpit and the call-handling process.

"Contact Center Advisor transforms contact center performance because agents no longer have to leave their CRM dashboard to search multiple content sources and applications separately," said Mark Woollen, InQuira's VP of Products. "To maximize productivity, our patented intelligent search technology automatically incorporates the customer context and call context from the CRM system to execute a single, universal search of multiple content sources. An agent receives back a single, personalized response with not just links, but relevant excerpts that have a high probability of answering the inquiry based on their meaning. This significantly improves agent productivity while also improving the quality of service provided to customers."

InQuira Information Manager
InQuira Information Manager is a comprehensive, alternative option to Knowledge Management products for identifying, acquiring, organizing, and sharing any type of enterprise information with customers and/or contact center agents that work with customers. Information Manager provides a complete, workflow-driven content authoring, editing, review, and publishing environment that supports the entire information management lifecycle, either as a standalone solution or as a supplement to existing knowledge management tools. In addition, Information Manager features designed for use by contact center agents are integrated directly into the new intelligent search interface provided by InQuira Contact Center Advisor.

"InQuira Information Manager leverages the power of InQuira's Intelligent Search technology to provide a more productive alternative for managing knowledge," commented Woollen. "As a result, Information Manager has the necessary linguistic processing, rules processing, and personalized user session management capabilities to automate the typically manually intensive aspects of information lifecycle management that are required by knowledge management products."

About InQuira
InQuira improves customer interaction via the web by providing premier solutions that deliver a personalized web experience that accurately meets a customer's real-time need. InQuira's solutions for Interactive Marketing, Web Self Service and Contact Centers all leverage InQuira's patented intelligent search technology that's capable of understanding a customer's real-time intent, and dynamically creating a personalized response that incorporates the accurate information, data, and links to applications from across an enterprise to meet that customer's need. InQuira's blue-chip customers include AT&T, Bank of America, BEA Systems, Fidelity Investments, Honda, Sovereign Bank and SunTrust. For more information, visit www.inquira.com.

For more information on InQuira's Contact Center Advisor and Information Manager products, please download the product background documentation:

Contact Center Advisor
Information Manager

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.