As the enterprise 
CRM battle continues to heat up, Oracle is countering the latest iteration of Microsoft Dynamics CRM with a strategic acquisition. Just days after announcing Oracle CRM on Demand Release 19, the technology behemoth has snapped up InQuira.
InQuira is a provider of knowledge-management software that supports web self-service and agent-assisted service. The privately held company headquartered in the San Francisco Bay Area boasts more than 85 blue-chip customers, including Yahoo, 3M, Sprint Nextel, McAfee, Nationwide, Juniper Networks, and Pitney Bowes.
"The acquisition of InQuira provides Oracle with a complete knowledge-management suite integrated with self-service support, online customer forums, and agent-assisted CRM," said Anthony Lye, senior vice president of Oracle CRM. "We expect InQuira to be the centerpiece 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."
Innovative InQuira
Oracle sees a need for companies to provide a high-value, differentiated customer experience online and in the contact center . It's betting InQuira's solutions will improve customer service and satisfaction by helping them find more relevant answers to questions online or from a service agent guided by a scalable knowledge-management platform.
InQuira has proven its worth in the CRM marketplace with record-breaking growth in customers and revenue in 2010. In May, InQuira won the Technology Services Industry Association Recognized Innovator Award for innovation in knowledge management.
The company continues to push out new products, most recently InQuira On Demand, an on-demand subscription pricing-based version of its InQuira for Web Self Service and InQuira for Contact Centers. The offering includes packaged integration with leading CRM applications such as Oracle CRM on Demand.
"Knowledge-driven enterprise service, support and sales processes have become a 'must' in today's world of information overload and business complexity," said Mike Murphy, CEO of InQuira. "Investments in established technologies like CRM and new social channels add transactional capabilities but create new challenges for organizations to drive a consistent knowledge experience across multiple customer touch points." (continued...)
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