Connecting People to Answers, InQuira's Enterprise Knowledge Solutions Now Provide Information for Blue Coat Customers and Contact Center Agents.
SAN BRUNO, Calif., -- InQuira, Inc., a leading provider of enterprise knowledge solutions for web self-service, contact center support and knowledge intranets, today announced that Blue Coat Systems, Inc., the technology leader in Application Delivery Networking, is deploying InQuira's enterprise knowledge solutions for its online and contact center customer support. The new knowledge management system enhances the BlueTouch(TM) Online portal and is part of BlueCoat's ongoing investment in service and support capabilities. Blue Coat cited InQuira's combination of determining question intent and robust management of complex knowledge content as key elements in their decision.
The Blue Coat Application Delivery Network (ADN) infrastructure helps companies regain control of the network, improve user productivity and protect against malware and malicious threats by optimizing and securing the flow of information across the distributed enterprise. To enhance support for its Application Delivery Network infrastructure deployments, Blue Coat needed an advanced knowledge solution that could leverage existing technical product content regardless of format and translate question intent beyond search techniques to deliver accurate answers to contact center agents and online customers. With a growing customer base and commensurate support inquiries, Blue Coat also needed an enterprise-grade solution that could provide new support engineers with the tools to quickly get up to speed on new products, as well as provide experienced agents with tools to refine and manage its growing need for new knowledge content.
"Blue Coat is committed to delivering exceptional support to our customers, and that means constantly investing in our service and support capabilities to provide fast, accurate responses to support inquiries, particularly via the Web," said Grant Gordon, senior vice president, global service and support at Blue Coat Systems. "InQuira provides the robust natural language search and KM capabilities that help our customers quickly get answers to their questions."
"Web self service is rapidly becoming the new channel of focus for customer support, especially given the current economic climate," said Mike Murphy, CEO of InQuira. "We are seeing a lot of companies struggling with disparate platform technologies to try and deliver the right content, while agents still have cheat sheets pinned to their monitors and cubicles. Fixing the problem takes discipline and InQuira has the leading solutions and methodologies to rapidly connect people with answers over the web and in the largest contact centers today. We are proud to have Blue Coat as a customer and are looking forward to helping them with their customer service challenges."
About InQuira
InQuira, Inc. provides software applications for web self-service, collaboration, knowledge management, and agent-assisted support built from a common technology platform that makes it possible for companies to provide a consistent customer service experience across web, phone and community channels. Featuring tight integration of search, content management, discussion forums and analytics, the InQuira platform ensures companies can author and harvest knowledge, make it accessible to the right people at the right time, and measure its effectiveness at resolving customer problems. Blue-chip customers include Nokia, 3M, Juniper Networks, RBS, Pitney Bowes, SprintNextel, and E*Trade. The company is headquartered in San Bruno, Calif. and can be reached at +1 (650) 246-5000 or via the Web at www.inquira.com.
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