General Presentation 444328 PDF
General Presentation 444328 PDF
Creates the Most Comprehensive CRM Solution with Advanced Knowledge Management Capabilities and Integrated Self-Service September 1, 2011
Oracle is currently reviewing the existing InQuira product roadmap and will be providing guidance to customers in accordance with Oracle's standard product communication policies. Any resulting features and timing of release of such features as determined by Oracle's review of InQuiras product roadmap are at the sole discretion of Oracle. All product roadmap information, whether communicated by InQuira or by Oracle, does not represent a commitment to deliver any material, code, or functionality, and should not be relied upon in making a purchasing decision. It is intended for information purposes only, and may not be incorporated into any contract. Cautionary Statement Regarding Forward-Looking Statements This document contains certain forward-looking statements about Oracle and InQuira, including statements that involve risks and uncertainties concerning: Oracle's proposed acquisition of InQuira; plans for InQuiras business and products upon completion of the proposed acquisition; anticipated customer and partner advantages and benefits; and general business outlook. When used on this document, the words will, "believes", "expects" or expected, similar expressions and any other statements that are not historical facts are intended to identify those assertions as forward-looking statements. Any such statement may be influenced by a variety of factors, many of which are beyond the control of Oracle or InQuira, that could cause actual outcomes and results to be materially different from those projected, described, expressed or implied in this document due to a number of risks and uncertainties. Potential risks and uncertainties include, among others, the possibility that the transaction will not close or that the closing may be delayed, the anticipated synergies of the combined companies may not be achieved after closing, the combined operations may not be successfully integrated in a timely manner, if at all, and the possibility that Oracle or InQuira may be adversely affected by other economic, business, and/or competitive factors. Accordingly, no assurances can be given that any of the events anticipated by the forward-looking statements will transpire or occur, or if any of them do so, what impact they will have on the results of operations or financial condition of Oracle or InQuira. In addition, please refer to the documents that Oracle files with the U.S. Securities and Exchange Commission (the SEC) on Forms 10-K, 10-Q and 8-K. These filings identify and address other important factors that could cause Oracle's financial and operational results to differ materially from those contained in the forward-looking statements set forth in this document. You are cautioned to not place undue reliance on forward-looking statements, which speak only as of the date of this document. Neither Oracle nor InQuira is under any duty to update any of the information in this document.
About InQuira
Privately held company with headquarters in the San Francisco Bay Area
InQuiras solutions help online customers find answers to questions through a scalable knowledge management platform and advanced search capabilities
Over 85 blue-chip companies rely on InQuira to optimize the customer experience
The combination of Oracle and InQuira is expected to deliver the most comprehensive cross channel customer support
Adds advanced web self-service capabilities through intelligent search provides answers based on the intent of the customers inquiry that extend customer selfservice for Siebel CRM and Oracle CRM On Demand customers Integrated case management submission allows customers to submit, track, and review service requests quickly Collaboration software empowers customers with social media tools to encourage community interaction that drives loyalty and extends the companys knowledge base
Advancing the customer experience through integrated knowledge management with Oracle and InQuira
InQuira expected to serve as the centerpiece of Oracle Fusion CRM Service solution
Research
Deliver a unified brand experience online, in kiosks and through mobile channels Increase customer loyalty with ongoing communications through social networks
Self Service
Review FAQs Solution Search Guided Navigation Browse Knowledgebase Customer Communities
Escalation
Email Escalation Chat Escalation Create Service Request Request Solution
Resolve
Search Knowledge Base
Locate Experts
Collaborate on Solution Edit Solutions Up-sell and Cross-sell
Knowledge Management
Agent-Assisted Service
Improves agent efficiency and reduces customer wait times
Social Communities
Helps organizations tap social channels as part of a comprehensive, multi-channel support strategy
Collaborate
Leverage social networking to enhance knowledge
Answer
Deliver highly relevant / accurate answers
Learn
Understand behavior to improve ongoing experience
Agent
Case/Incident Management Escalation Management Assignment Management Industry Specific Capability Service Entitlements Agent Scripting/Guidance Agent-Agent Collaboration BPM Designer
Knowledge Management
Knowledge Base Content Authoring/Access Dynamic FAQs Guided Resolution
Self-Service
Web Self-Service Co-Browsing Customer Feedback Voice Self-Service Click-to-Call Back Experience Designer
Social
Community Forums Cloud Monitoring (Partners)
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Incentive Compensation
Customer Master
Contract Management
Knowledge Management
Built on a modern, Fusion Middleware platform based on open standards fully configurable, extensible and secure Designed for modularity and co-existence with other Oracle, partner and legacy applications Architected and ready for the Cloud
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High Tech
Financial Services
Communications
Retail / CPG
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INQUIRA PROVIDES: InQuira for Web Self-Service Pre-packaged integration to Oracle Siebel CRM to deliver knowledge within the online service request creation process InQuira for the Contact Center Pre-packaged integration with Oracle Siebel CRM to deliver knowledge to the case resolution process for Blue Coat agents Knowledge delivery to Social Media and Mobile devices ORACLE ALSO PROVIDES: Oracle-Siebel CRM, Oracle Database
INQUIRA PROVIDES: A single, cross-channel InQuira Knowledge platform enabling timely and consistent understanding, collaboration, capture, and delivery of knowledge for: Customer service reps integrated into their Siebel CRM desktop Agents via their ServicePoint selfservice portal
Utilize social collaboration tools to facilitate active knowledge discussion and resolution
Harness knowledge from the community, and enable real-time information to better serve customers
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