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Oracle Announces Integration Of Oracle CRM On Demand

Published Sep 13, 2009
Today Oracle announced the availability of an integration combining the capabilities of Oracle CRM On Demand with InQuira’s On Demand Web self service applications.

The integrated, on demand service solution enables customers to go seamlessly from self service to live agent assisted service.

Service agents receive overall view of customer issues and actions taken, providing a consistent experience across Web, phone and community based channels.

The integration between Oracle and InQuira, announced at Oracle OpenWorld 2008, marked the selection of InQuira as Oracle’s preferred solution for Knowledge Management for Siebel CRM.

The announcement expands the companies’ collaboration to include Oracle CRM On Demand, resulting in Oracle offering the only integrated enterprise multichannel CRM service solution available for both on demand and on premise delivery.

With InQuira knowledge management available on demand and embedded in the Oracle CRM On Demand desktop, customer service agents have access to knowledge across the enterprise, enabling them to seamlessly access answers right from within their normal service flow.

Easy authoring capabilities support best practices for content creation and maintenance giving service organisations the ability to continuously improve knowledge all within their existing Siebel CRM or CRM On Demand desktop environments.

This service is fully integrated and is the only one that is available for both on demand and on premise delivery, allowing joint customers to easily extend on premise deployments with on demand.

InQuira’s On Demand Web Self Service application allows customers to easily find answers to any issue.

Community forums allow the organisation to leverage the entire customer base to contribute to knowledge creation.

Oracle’s enterprise grade on demand solution provides large organisations the availability, scalability and performance they demand for their service operations.

"Lexmark maintains the highest standards for customer satisfaction, which requires the applications and tools to ensure a positive user experience," said Keith Moody, CIO of Lexmark.

“The integration between Siebel CRM and InQuira for our on premise Oracle CRM system delivers the scalability and performance that our service operations demands”.

“Enterprises are aligning their customer centric Web and contact centre strategies with their overall enterprise wide CRM strategy,” said Michael Maoz, Gartner VP Distinguished Analyst.

“One of the most pressing needs in this area revolves around integration of knowledge solutions onto the agent desktop, and delivering that knowledge to all relevant channels (e.g. e-mail, chat, telephone, etc.). Additionally, to meet their various types of customer service contact centre requirements, some companies are interested in more than one software delivery model such as both on premise and SaaS”.

"Now with better access to answers and an empowered community of knowledge contributors, consumers using Web self service will be able to find better answers online without having to escalate to the call centre as often, resulting in a measurable increase in online customer satisfaction," said Mike Murphy, CEO of InQuira.

“With call centre agents now able to seamlessly access their knowledge assets right from within their normal service flow, they spend less time researching, and provide better answers, faster”.



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Posted by VMD - [Virtual Marketing Department]


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