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San Bruno, California - (Cheap Web Hosting Directory) - May 14, 2008 - Integrated software applications for intelligent search, knowledge management, and analytics, InQuira, Inc., has been named by CRM magazine, as the winner in the contact center search category for the publication’s 2008 CRM Service Awards.

The companies recognized as Service Leaders were selected not only for their ability to keep ahead of the rapid changes in the market, but also because they are the innovators instigating those changes. In addition to being honored with this distinction, the publication also cited InQuira as One to Watch in the web self-service category.

David Myron, Editorial Director, CRM magazine explained, ”This year’s award recipients have substantially improved their clients’ businesses by facilitating the information flow needed for companies to retain their most precious asset — their customers. With its innovations in the contact center and online support, InQuira is positively influencing the customer service experience, which is why it is a deserving recipient of these awards.”

Customer service expectations among consumers are higher than ever, and their demands for quality service have reached a deafening roar. Companies finally understand that customer satisfaction is as important as revenue growth, and are therefore searching for tools that can help them maintain a competitive advantage by providing superior customer service. To determine the industry leaders, CRM magazine used a blend of weighted criteria comprising analyst ratings (of each company’s reputations for customer satisfaction, depth of functionality/services, and company direction), corporate advances, and financial strength throughout the past year evidenced by revenue and revenue growth.

InQuira was cited as having depth not only in agent-directed knowledge management (KM), but also in Web self-service, content management and analytics. The combination of these disciplines addresses the entire lifecycle of the customer experience, and secured InQuira a place in the winner category.

Alan Hubbard, Senior Vice President, Aberdeen Group noted, ”They get it. InQuira has taken agent-assisted and web self-service and blended them well, understanding the differences between the two. They understand the marketplace.”

John Ragsdale, Vice President, Research, SSPA added, ”InQuira offers very sophisticated tools for not only finding the information you need, but also helping you create and maintain content, with tools like content-gap analysis at the concept level.”

Ian Jacobs, senior analyst with Frost and Sullivan, commented, ”While it’s nice to have a well-structured knowledge base and solid tools and workflows to add, edit, and refine the knowledge in that database, enterprises will find significantly greater value when they can use tools to get at some form of understanding of customer intent,” he says. “That is the direction in which InQuira is going.”

Cited as “One to Watch” in the web self-service category, Yankee Group director for enterprise research, Sheryl Kingstone, commented that the company gained market recognition with its strong self-service offering; a vision toward delivering the right information at the right time and a commitment to providing the best customer experience. The judges also noted InQuira’s innovative approach to efficiently and effectively resolving consumer problems, in particular how language analysis capabilities improve problem resolution processes for self-help customers, and for agents in the contact center. The InQuira 8 Customer Experience platform analyzes each word and its relationship with other words to uncover a consumer’s desired context, conditions and concepts.

Mike Murphy, CEO of InQuira commented, ”We are honored to be recognized by an industry leading publication for our leadership in both contact center search and web-self service. Companies must examine both the content that drives the customer experience and the tools available to access it in order to maintain customer mindshare and loyalty, and we are committed to helping them achieve that goal.”

Recently, InQuira sponsored a study from independent research firm ServiceXRG that examines the current state of online customer service. The study, entitled Influencing the Online Experience.

CRM magazine is published by Information Today, Inc., a Medford, NJ-based integrated media company specializing in magazine, periodicals, books, websites, and conferences serving the information marketplace. CRM magazine’s mission is to be the definitive source of information designed to help business executives use CRM strategies and technologies to improve sales, marketing, and customer service; to strengthen customer relationships; and to grow revenue and increase profitability.

InQuira, Inc. improves the quality of customer interactions through websites and contact centers with integrated applications for intelligent search, knowledge management, analytics and user experience. InQuira’s solutions leverage the company’s patented intelligent search technology to understand customer intent in real-time and dynamically create a personalized response experience that incorporates the right information, data, applications and navigation paths. InQuira’s blue-chip customers include: Bank of America; AVIS Group; Pitney Bowes; BEA Systems; Sun Microsystems; Fidelity Investments; and SprintNextel. The company is headquartered in San Bruno, California.

To learn more, please visit: www.inquira.com.