Oracle has entered into an agreement to acquire InQuira, a provider of service knowledge management software that supports web self-service and agent-assisted service.
InQuira is a privately held company with headquarters in the San Francisco Bay Area and more than 85 blue-chip customers.
Its solutions help customers find more relevant answers to questions online or from a service agent guided by a scalable knowledge management platform.
“The acquisition of InQuira provides Oracle with a complete knowledge management suite, integrated with self-service support, online customer forums and agent-assisted CRM,” says Anthony Lye, senior vice-president of Oracle CRM.
“We expect InQuira to be the centrepiece for Oracle Fusion CRM Service. With InQuira, Oracle will provide an integrated suite of proven solutions that deliver a comprehensive and highly personalized experience for every customer, across all channels.”
Mike Murphy, CEO of InQuira, adds: “With integrated knowledge management, companies have the ability to capture, create, understand and deliver the right answers when customers need it. We are excited to join Oracle and offer a comprehensive cross channel customer support solution.”