InQuira Simplifies Search for Customer Data

The new application, iConnect for Siebel Contact Center, is being introduced today at Oracle's Open World as a native plug-in to Seibel call center software. The application uses natural language search to generate information for call center agents within the same window they see as they input customer issues and data. Here's a screenshot:

"Rather than opening a second window, we're tying into the Seibel request screen— and the application starts giving advice at the same time as the agent is filling out the form," said Chris Hall, vice president of product marketing for InQuira.

"What we're doing is providing information right in context," he added.

According to Hall, the application improves call center agent effectiveness by allowing them to get a better understanding of the issues customers are really trying to resolve by using sentiment analysis as part of the search process, and tapping into a knowledge base that expands with use.

The application can also be used to send customers transcripts of their interactions, whether they happened through a chat session, e-mail or phone, so they don't have to call the agent back with the same question at a later date.

In addition to the Seibel application, it can also be implemented in conjunction with other call center applications, including Genesis, SAP, Amdocs, and Remedy, Hall said.

The application can be used to connect back-end systems like customer billing and accounts with front-end e-commerce systems, giving agents (and the application itself) access to a customer's full history of interactions with the firm.

InQuira counts Apple and eBay among its customers that use an on-premise version of the application; InQuira also offers the application as a service.