Oracle's collaboration with InQuira produces a service that allows enterprise call centers to seamlessly combine their Web and voice channels within a call center on-demand product, and pair that with embedded analytics. Operating hand in hand with Oracle CRM On Demand, InQuira's On Demand Web Self-Service application allows customers to find relevant data on a network.
In a move that reflects an industrywide effort to build out end-to-end
announced an option for companies to integrate the capabilities of its Oracle CRM
On Demand with partner InQuira
's On Demand Web self-service applications.
The combined service, which Oracle plans to offer as both an on-premises and
on-demand solution, allows customers to seamlessly transition from self-service
to live agent-assisted service, according to Oracle, with customer service
agents receiving information from across the enterprise about customers'
previous issues and actions taken.
The overall idea is to create an integrated customer service experience
branching across Web, phone and social networking channels, one that also gives
users access to embedded analytics.
"Enterprises are aligning their customer-centric Web and contact center
strategies with their overall [enterprise] CRM
strategy," Michael Maoz, an analyst for Gartner, said in a statement
released by Oracle Sept. 8. "One of the most pressing needs in this area
revolves around integration of knowledge solutions onto the agent desktop, and
delivering that knowledge to all relevant channels. ... Additionally, to meet
their various types of customer service contact center requirements, some
companies are interested in more than one software delivery model such as both [on-premises]
and SAAS [software as a service]."
InQuira's knowledge management software will be embedded in the Oracle CRM
On Demand desktop, with InQuira's On Demand Web Self-Service application
allowing customers to find data on a network pertaining to an issue at hand.
The combined platform offers authoring capabilities designed to allow
organizations to continually create and update information within existing
Siebel CRM or CRM
On Demand desktop environments.
In addition to the enterprise, Oracle also intends the platform for
"We've been seeing the on-demand service product do well on the lower
end of the market, where there aren't scalability or security or integration
concerns," Anthony Lye, senior vice president of Oracle CRM,
said in an interview with eWEEK. "We're trying to ensure that we cover the
customer base and provide them with solutions."
Oracle has released several new products in the wake of its rollout of Oracle
Fusion Middleware 11g,
which the company introduced in a high-profile
presentation at the Andrew W. Mellon Auditorium in downtown Washington
on July 1.
Fusion Middleware 11g attempts to provide a prefabricated stack within which
IT administrators can patch and upgrade as a whole instead of wrestling with
differing elements of a fragmented environment.
also increased the prices of a handful of its database products in summer 2009,
in what a few analysts saw as a play to appeal to procurement managers and
build customer loyalty. Specifically, Oracle raised the prices for processor
licenses for its diagnostic, tuning and database configuration management packs
to around $5,000 per license.
"Nobody ever pays list price," Ray Wang, an analyst with Forrester
Research, said in an interview with eWEEK. "Oracle is responding to what
procurement managers are saying about how their bonuses are based on how much
of a discount they receive."