Sterling Commerce Selects Inquira to Power Knowledge Base and Web Self-Service
InQuira Inc., a provider of integrated software applications for intelligent search, knowledge management, and analytics, announced today that Sterling Commerce, a subsidiary of AT&T Inc. (NYSE:T), selected and implemented the InQuira 8 integrated platform to enhance its customer experience. Sterling Commerce is leveraging InQuira 8 to integrate its knowledge base with its search capabilities to improve the problem resolution experience for online customers and call center support representatives.
InQuira Information Manager, a knowledge base application, enables Sterling Commerce to create new solution articles for the knowledge base.
InQuira's Intelligent Search equips support representatives and customers with a more powerful search and retrieval capability to find the information they need to resolve customer problems. InQuira Analytics provides management with a mechanism to evaluate user experience and implement improvements to satisfy the changing needs of customers.
"We surveyed our support representatives and customers, and listened to their concerns. The message was clear. They found it difficult to find the information they knew existed in the knowledge base, and customers wanted better search capabilities on our support site," said Doug Olson, Vice President of Global Support at Sterling Commerce. "We realized, though, that search on its own will not provide our agents and customers with the fulfilling support experience we want to deliver. Search needs quality knowledge content to be effective, and quality knowledge content has limited value without an effective way to retrieve it. We need a tightly integrated knowledge base and search solution to really deliver on the expectations of our customers. InQuira 8 gives us that solution."
"More and more companies recognize they need an integrated platform of knowledge management, intelligent search, and analytics to deliver a satisfying customer service experience," said Mike Murphy, InQuira's President and CEO. "Sterling Commerce is a customer service innovator with a clear commitment to its customers and support representatives. We are excited to be such an important part of their customer service solution."
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