One of the first, and still one of the best, intelligent search providers, InQuira, a 2006 SSPA Recognized Innovator, has leveraged their analytics platform to offer compelling Web 2.0 tools like their aptly named User Experience Manager for creating web self-service microsites with extreme personalization. InQuira has expanded into a full eService suite, with an Information Manager/knowledgebase, diagnostic tools for agents, and automated email and Web chat resolution solutions. Spend some time understanding the InQuira analytic-based approach to content management, including the content gap analysis reports to identify where additional content would deflect additional live agent interactions to Web self-service.
Functional Coverage
eService
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Web Collaboration
Proactive Chat
Email Response Management
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Agent Knowledgebase
Agent Diagnostic Tools
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Customer Knowledgebase
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Customer Self-Service Problem Diagnostic/Self-Healing
