Oracle Boosts CRM Portfolio with InQuira Acquisition

Vangie Beal

Updated · Jul 28, 2011

Oracle  (NASDAQ: ORCL) is set to boost its customer relationship management (CRM) and cross-channel customer support offerings with the acquisition of InQuira, a company well-known for its analytics and knowledge-based CRM platforms.

The acquisition of InQuira gives Oracle a knowledge-management suite integrated with self-service support, online customer forums and agent-assisted CRM. InQuira's solutions improve customer service and satisfaction by helping customers find more relevant answers to questions online or from a service agent guided by a scalable knowledge management platform, Oracle said.

Oracle claims the combination of its CRM product lineup and InQuira will deliver the industry's “most comprehensive cross-channel customer support offering.”

“We expect InQuira to be the centerpiece for Oracle Fusion CRM Service,” said Anthony Lye, senior vice president of Oracle CRM. “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.”

InQuira is a privately held company with headquarters in the San Francisco Bay Area and more than 85 blue-chip customers. Earlier this year, InQuira said the company marked its seventh consecutive year of record growth with a 33 percent increase in sales and an increase in average deal size by 50 percent.

“With integrated knowledge management, companies have the ability to capture, create, understand and deliver the right answers when customers need it,” said Mike Murphy, CEO of InQuira. “We are excited to join Oracle and offer a comprehensive cross channel customer support solution.”

The InQuira platform was recognized by industry leaders before Oracle's acquisition announcement. Last year, the the InQuira On-Demand platform achieved Oracle-validated integration with Oracle CRM On Demand, and in February of this year InQuira announced that its platform was an SAP (NYSE: SAP) endorsed business solution.

Oracle did not disclose financial details of the InQuira acquisition.

  • Call Centers
  • CRM
  • News
  • Vangie Beal
    Vangie Beal

    Vangie is a freelance technology writer who covers Internet technologies, online business, and other topics for over 15 years. SEO Content Writer with high-quality organic search results. Professional freelance technology writer with over 15 years experience. - Understands the technology trends in SMB and Enterprise markets. - Proficient in email marketing and social media campaigns. - Trusted and respected voice in small business marketing via e-commerce. - Knowledgeable in how to incorporate sales initiatives and assets into articles or Web content. Experienced social media marketer. Specialties: SEO. Electronic commerce, small businesses, Internet. Computers, servers, networking. Computer science. Terms, terminology. Social media, email marketing. Mobile apps. Operating systems. Software and hardware. Interviews, tips, advice, guides and feature articles. Marketing, slideshows, how-to guides. Search engine tools.

    Read next