Oracle has announced that it is to acquire knowledge management software vendor InQuira, in a deal that it believes will form the centrepiece of its Fusion and Siebel CRM applications.
InQuira, a privately held company with headquarters in the San Francisco Bay Area, supports customer service by enabling call centre agents to find quick accurate answers to customer queries and helping customers to find answers through self-service portals and community forums.
It provides this service knowledge management software to over 80 customers, including the likes of Yahoo! and Sprint.
While the terms of the deal have yet to be disclosed, Oracle expects the acquisition to deliver the most comprehensive cross channel customer support offering on the market.
"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, SVP 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 personalised experience for every customer, across all channels."
Mike Murphy, CEO of InQuira, added: "With integrated knowledge management, companies have the ability to capture, create, understand and deliver the right answers when customers need it. We are excited to join Oracle and offer a comprehensive cross channel customer support solution."
Fusion CRM forms part of the Fusion Applications suite, a project to incorporate the best features from across Oracle’s product lines that has been six years in the making. The addition of InQuira indicates that while in-house engineering continues, some areas of the portfolio will be addressed through acquisitions.
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.