July 28, 2011 – Oracle announced that it has entered into an agreement to buy knowledge management software provider InQuira.
InQuira, based in San Francisco, produces a knowledge management platform for customer service and CRM, enabling customers to find answers online or from a service agent. In a news release on the proposed deal, Oracle touted integration and self-service support, and online customer forums available in InQuira’s offerings.
Anthony Lye, SVP of Oracle CRM stated that he expects InQuira’s offerings to be at the center of Oracle’s Fusion CRM Service.
“With InQuira, Oracle will provide an integrated suite of proven solutions that deliver a comprehensive and highly personalized experience for every customer, across all channels,” Lye said.
Kate Leggett, Forrester CRM analyst, wrote in her blog that it was only a matter of time before some big provider plucked up InQuira because of its knowledge management-specific offerings.
“[K]nowledge is most powerful when it is delivered in a personalized, proactive way, when it is contextualized to the customer’s persona and issue at hand. This means that knowledge management solutions are much more powerful when deeply integrated with CRM systems,” Leggett wrote on Thursday’s announced deal.
Financial details of the transaction were not disclosed, and the deal is subject to customary conditions.
In June, Oracle purchased another Web customer experience provider, FatWire, which analyst David M. Raab said could signal a change in customer-facing technology investment by Oracle and other big tech market players.
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