SAP Taps InQuira
May 19, 2010
A few years ago, SAP’s investment arm pumped some money into Endeca, one of the Big Three in search and content processing. I learned in “InQuira Teams With SAP to Power the Knowledge-Driven Enterprise” that SAP has teamed with SAP for customer relationship management solutions. Search vendors are in hot pursuit of the customer support market. Companies spend lots and deliver lousy customer support. You know the fun you have when you hear, “This call may be recorded for quality purposes.” I just want to speak to a person at the end of an 800 number because a gizmo arrived dead on arrival. I don’t want to press numbers on a key pad. I don’t want to read a 12 digit serial number. I want to speak to a person.
Search and content processing companies assert that their solutions minimize the angst a person like me experiences when calling or emailing customer support.
According to the release which has a full charge of buzzwords:
InQuira… announced an agreement with SAP AG to develop the integration of InQuira knowledge and social capabilities with the SAP(R) Customer Relationship Management (SAP CRM) application, including capabilities such as interaction center support, Web channel, sales management and marketing automation. The integrated solutions will enable businesses to provide a consistent, intuitive customer experience across channels and business processes via a single knowledge platform.
Among the functions will be Web support, an “interaction center” for a call center worker, and social media hooks. SAP’s own search system TREX apparently does not deliver the needed functions. No word about SAP’s other search tie ups.
More information about InQuira is available at www.inquira.com.
Stephen E Arnold, May 19, 2010
Freebie.
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