Today, we went public with our collaboration with SAP, announcing that we’ll be integrating our knowledge and social capabilities with SAP CRM. The press release hit the wire this morning, and Mike Murphy, our CEO also presented the news to attendees at the SAPPHIRE NOW show earlier today. We’re tremendously pleased to get the news out, as this integration promises some real breakthroughs for our customers.
While our Web site offers more info on the solution, here’s an overview of the three key areas of integration:
- Online service. InQuira will enhance the e-service capabilities of SAP CRM by providing the knowledge to populate a rich, customized self-service portal. With this combined solution, organizations will be better equipped to deliver a personalized, exceptional experience online, which will maximize the utilization of online and social channels as a first line of support, and alleviate the burden on the interaction center.
- Interaction center. In the interaction center, InQuira’s knowledge tools will be integrated with agents’ SAP CRM desktops, giving them easy, one-stop access to knowledge assets. As a result, agents will be able to rapidly capture, share, re-use, and apply knowledge to solving customer requests, which enables support organizations to improve key interaction center metrics—such as call handling time and first-call resolution.
- Social media. InQuira’s rich social media capabilities, including discussion forums, commenting and feedback, and user reputation models, will enable further enhancements in the customer experience. These tools can be integrated with online service and the interaction center, allowing customers and agents to actively collaborate with each other and cultivate knowledge sharing. For example, forum content can be included in search results, so if a question is better answered by a forum post than by a formally published document, that post is captured for re-use. Similarly, when a user asks a question via a forum post, search can be automatically invoked to determine if an answer exists across any content source, not just within the forum itself.
To learn more, you can visit the InQuira for SAP CRM Web page, or see the press release.
