Oracle Boosts CRM Portfolio with InQuira Acquisition

by Vangie Beal

The acquisition gives Oracle a knowledge-management suite and agent-assisted CRM.

Oracle  (NASDAQ: ORCL) is set to boost its customer relationship management (CRM) and cross-channel customer support offerings with the acquisition of InQuira, a company well-known for its analytics and knowledge-based CRM platforms.

The acquisition of InQuira gives Oracle a knowledge-management suite integrated with self-service support, online customer forums and agent-assisted CRM. InQuira's solutions improve customer service and satisfaction by helping customers find more relevant answers to questions online or from a service agent guided by a scalable knowledge management platform, Oracle said.

Oracle claims the combination of its CRM product lineup and InQuira will deliver the industry's "most comprehensive cross-channel customer support offering."

"We expect InQuira to be the centerpiece for Oracle Fusion CRM Service," said Anthony Lye, senior vice president of Oracle CRM. "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."

InQuira is a privately held company with headquarters in the San Francisco Bay Area and more than 85 blue-chip customers. Earlier this year, InQuira said the company marked its seventh consecutive year of record growth with a 33 percent increase in sales and an increase in average deal size by 50 percent.

"With integrated knowledge management, companies have the ability to capture, create, understand and deliver the right answers when customers need it," said Mike Murphy, CEO of InQuira. "We are excited to join Oracle and offer a comprehensive cross channel customer support solution."

The InQuira platform was recognized by industry leaders before Oracle's acquisition announcement. Last year, the the InQuira On-Demand platform achieved Oracle-validated integration with Oracle CRM On Demand, and in February of this year InQuira announced that its platform was an SAP (NYSE: SAP) endorsed business solution.

Oracle did not disclose financial details of the InQuira acquisition.

  This article was originally published on Thursday Jul 28th 2011
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