Press Releases

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

INQUIRA EXPANDS MULTI-CHANNEL INTELLIGENT SEARCH PLATFORM FOR IMPROVING REAL-TIME CUSTOMER INTERACTION

Company sets new sales records as corporations select new InQuira 7 platform to improve effectiveness of websites and contact centers

SAN BRUNO, Calif., May 12, 2005 — InQuira, the leading provider of intelligent search solutions for improving the quality of customer interactions through websites and contact centers, has announced the general availability of InQuira 7, a major expansion and upgrade of InQuira's industry leading Intelligent Search platform. New products that are now part of the platform include Personalized Navigation and Process Wizards, in addition to the recently announced Contact Center Advisor and Information Manager modules.

InQuira also announced that it set consecutive quarterly sales records in Q4 2004 and Q1 2005 as a result of demand for the capabilities of the InQuira 7 platform. New InQuira customers that chose InQuira 7 in the past two quarters include Bell Canada, Chrysler, eTrade, Mazda, Pitney Bowes, RedHat, and Tyco Electronics. During the same period, several existing InQuira customers, including Bell South and Sun Trust, selected InQuira 7 for new projects. Many of InQuira's existing customers have upgraded, or are planning to upgrade to InQuira 7 during 2005, including AT&T, Bank of America, Fidelity Investments, and Mentor Graphics.

"I'm very pleased to announce not only the general availability of InQuira 7, but also that its value has been clearly confirmed by the sales records we have set over the past two quarters," said Mike Murphy, InQuira's CEO. "When we developed the plan for InQuira 7, we set out to significantly expand the capabilities of our platform, especially with new products and capabilities that would enhance the use of our technology within contact centers. The sales from these past two quarters are proof that InQuira 7 now offers a powerful multi-channel intelligent search solution, as the majority of new sales agreements were for both websites and contact centers."

The InQuira 7 Intelligent Search Platform
The InQuira 7 Intelligent Search Platform is designed to help corporations improve real-time customer interaction with a set of products that deliver personalized website experiences, and/or personalized responses for contact center agents, that accurately answer the real-time requests of customers, address the needs behind the requests, and incorporate personalized sets of needs-based marketing messages as well.

The effectiveness of the InQuira 7 Platform is built on a unique combination of computational linguistics and mission-critical enterprise software that includes:

  • Natural Language Processing for comprehending customer requests and needs, as well as intelligently indexing and searching any unstructured content for accurate retrieval.
  • Multiple state-of-the-art search technologies that enable any type of enterprise content (not just the content on a website) to be leveraged to create a response to a customer request.
  • Personalized Response capabilities for dynamically creating a personalized web-based response for each customer in real time that, in addition to an accurate answer, can contain content to address the perceived need behind the request, as well as a set of needs-based marketing messages that are pertinent to the customer's need.
  • Customer Intelligence capabilities that deliver true insight into customers' needs based on comprehension of their requests.

The InQuira 7 Intelligent Search Platform now consists of these products:

  • Intelligent Search provides the core services that power the other products of the platform, including Linguistic Processing, Intent Processing, Search Processing, and Results Processing.
  • Personalized Response dynamically creates personalized website experiences from Intelligent Search results.
  • Personalized Navigation and Process Wizards are powerful new add-on products for enhancing the capabilities of Personalized Response.
  • Contact Center Advisor integrates the power of Intelligent Search directly into the dashboards of leading CRM applications.
  • Email and Chat Resolution utilizes Intelligent Search to process requests for automatic resolution before they are handled by contact center personnel.
  • Information Manager leverages the power of Intelligent Search to provide a more productive alternative to traditional knowledge management products by automating many of the steps that have previously required the skills of an expert operator.
  • Analytics for Customer Intelligence leverages the power of Intelligent Search to deliver unmatched insight into the needs of customers and the quality of customer interaction.
  • Workbench is a set of graphical tools for implementing and managing Intelligent Search.

About InQuira
InQuira improves the quality of customer interactions through websites and contact centers with its leading intelligent search solutions. InQuira's solutions leverage InQuira's patented intelligent search technology to understand a customer's intent in real time, and dynamically create a personalized response that incorporates the right 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.

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.