InQuira Contact Center Now SAP-Endorsed Solution

By Robin Wilding
Updated: February 24, 2011

InQuira Contact Center Now SAP-Endorsed Solution

A strong nod from SAP has officially put InQuira on the map. Inquira, a provider of enterprise knowledge solutions has been working closely with CRM software giant SAP and has created an out of the box solution to match up with current SAP CRM software. The solutions by InQuira that were designed to plug-and-play into a current SAP software solution include: contact center knowledge, integrated social platforms, and web self-service support.

SAP decided on the InQuira approval after long and arduous development and testing periods, after InQuira made the decision to develop their software along with the strict SAP development guidelines.

Companies that install InQuira software alongside an SAP solution will be able to add to flexibility and choices to their current SAP CRM solution and therefore add additional customization options currently not available in SAP with customized development.

The two companies have agreed to work together to provide an intelligent roadmap of support for their solutions to ensure that any additions to current SAP installations go smoothly.

Companies that are implementing the InQuira platform alongside their SAP solution will cut research times will be cut in half and will improve on key interaction metrics, including first contact resolution and call-handling time.

SAP CRM Product Manager Jujhar Singh believes that the InQuira addition to an SAP CRM strategy will “continues to build [SAP’s] ecosystem, support our customers’ businesses, drive new levels of collaboration, and provide additional choices and flexibility to our customers. The use of the endorsed solution from InQuira with SAP solutions will enable our customers to improve productivity and increase customer satisfaction while lowering total cost of ownership.”

Featured Research
  • Executive Brief: Mitigate Avaya risk and future-proof your customer experience

    When Avaya filed for bankruptcy, it ended months of speculation. However, the company’s ongoing financial instability has left many businesses in a precarious position. If you’re concerned about your future with Avaya, don’t wait around to see what long-term options are available to modernize your customer engagement center. more

  • Harnessing the Power of Speech Analytics

    The conversations between your customers and agents contain invaluable insights—if you have the right tools to easily interpret and act on this dialogue. Unfortunately, most organizations waste time manually mining only a subset of customer interaction data, or worse yet, do nothing with it at all. Speech analytics is an incredibly powerful tool for contact center leaders. It easily delivers real-time visibility into the full customer journey and agent responses, which are essential for driving higher customer satisfaction and business success. more

  • Gartner Report: Gartner Magic Quadrant for Contact Center Infrastructure, Worldw...

    The 2017 Magic Quadrant provides Gartner’s annual analysis of the contact center infrastructure vendors. The report examines the innovations driving the market and compares vendors based on completeness of vision and ability to execute. more

  • Frost & Sullivan: Update Your Contact Center Today or Risk Losing Business Tomor...

    Customer expectations have changed. Self-service options on the channels of their choice are a given. And when self-service is not enough, they want live agents who can step up and make it a seamless transition. Take a new approach to customer engagement today—or your customers won’t be back tomorrow. more

  • Forrester Report: Artificial Intelligence with the Human Touch

    Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect. more

Related Articles