InQuira, a vendor of software applications for Web self-help, agent-assisted support and enterprise knowledge management, today announced that MSC.Software, a vendor of enterprise simulation products to help reduce costs associated with designing and testing manufactured products, has selected InQuira.

 

MSC (News - Alert).Software will use InQuira’s knowledge management platform, InQuira Information Manager, to power Web technical support interactions, according to the companies. MSC.Software chose InQuira for “its ability to harvest simulation knowledge from employees, customers and partners to make it accessible to consumers,” among other factors, InQuira officials say.

 

A 40-year veteran in offering simulation tools, MSC.Software uses simulation knowledge and process management as components of its Enterprise Strategy products. The company will integrate InQuira with its single sign-on platform and Oracle’s (News - Alert) service request management applications.

 

The initial deployment will power MSC.Software’s Japanese support Web site. Deployment of an InQuira-powered English support Web site will follow the Japanese implementation.

 

“InQuira is capable of capturing and distributing all of our simulation products knowledge with the integrated end-user collaboration that’s required to satisfy the needs of our customers,” said Jeffrey Graff, a director at MSC. 

 

“Online and call center customer service is a priority for companies with a technically complex product offering, as the user base has more complicated support needs and higher expectations for online self-service,” said Mike Murphy, chief executive officer at InQuira.

 

In November, InQuira announced that Sterling Commerce, a subsidiary of AT&T (News - Alert), selected the InQuira 8 integrated platform.

 

Sterling Commerce is using InQuira 8 to “integrate its knowledge base with its search capabilities to improve the problem resolution experience for online customers and call center support representatives,” InQuira officials say.

 

InQuira Information Manager, a knowledge base application, lets Sterling Commerce (News - Alert) create new articles for the knowledge base, company officials say. InQuira’s Intelligent Search gives representatives and customers search and retrieval capability to find the information they need to resolve customer problems, and InQuira Analytics provides management with a mechanism to evaluate user experience and implement improvements, according to the company.

 

Representatives and customers “found it difficult to find the information they knew existed in the knowledge base, and customers wanted better search capabilities on our support site,” said Doug Olson, a vice president at Sterling Commerce. “We realized, though, that search on its own will not provide our agents and customers with the fulfilling support experience we want to deliver. We need a tightly integrated knowledge base and search.”