InQuira Wins 2008 CRM Service Award for Contact Center Search

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SAN BRUNO, Calif., April 16 /PRNewswire/ -- InQuira, Inc.
(http://www.inquira.com/), a provider of integrated software applications
for intelligent search, knowledge management, analytics and user
experience, today announced that CRM magazine named InQuira 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.

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. "They get it," said Alan Hubbard, senior vice president,
Aberdeen Group. "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
also 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 & Sullivan, also commented that
one of InQuira's strength is its reporting and analytics. "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.

"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," said
David Myron, editorial director, CRM magazine. "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."

"We are honored to be recognized by an industry leading publication for
our leadership in both contact center search and web-self service," said
Mike Murphy, CEO of InQuira. "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."

The 2008 CRM Service Award winners can be found in the April issue of
CRM (http://www.destinationcrm.com/articl...ArticleID=7801)
magazine. Recently, InQuira sponsored a study from independent research
firm ServiceXRG (http://www.servicexrg.com/) that examines the current
state of online customer service. The study, entitled "Influencing the
Online Experience," is available here:
http://www.inquira.com/resources/Onl...nce.asp?src=PR

About CRM:

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.

About InQuira

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, Calif. and can be reached at +1 (650) 246-5000
or via the Web at http://www.inquira.com.