MULTI-MEDIA UPDATE: Oracle Announces Integration of Oracle(R) CRM On Demand With Partner InQuira's Web Self-Service Applications Available On Demand

Oracle OpenWorld -- Oracle (NASDAQ: ORCL)

News Facts

--  Today Oracle announced the availability of an integration combining the
capabilities of Oracle(R) CRM On Demand with InQuira's On Demand Web
self-service applications.
--  The integrated, on demand service solution enables customers to go
seamlessly from self-service to live agent-assisted service. Service agents
receive overall view of customer issues and actions taken, providing a
consistent experience across Web, phone and community-based channels.
--  The integration between Oracle and InQuira, announced at Oracle
OpenWorld 2008, marked the selection of InQuira as Oracle's preferred
solution for Knowledge Management for Siebel CRM.
--  Today's announcement expands the companies' collaboration to include
Oracle CRM On Demand, resulting in Oracle offering the only integrated
enterprise multichannel CRM service solution available for both on demand
and on premise delivery.
--  With InQuira knowledge management available on demand and embedded in
the Oracle CRM On Demand desktop, customer service agents have access to
knowledge across the enterprise, enabling them to seamlessly access answers
right from within their normal service flow.
--  Easy authoring capabilities support best practices for content creation
and maintenance giving service organizations the ability to continuously
improve knowledge all within their existing Siebel CRM or CRM On Demand
desktop environments.
--  This service is fully integrated and is the only one that is available
for both on demand and on premise delivery, allowing joint customers to
easily extend on premise deployments with on demand.
--  InQuira's On Demand Web Self-Service application allows customers to
easily find answers to any issue. Community forums allow the organization
to leverage the entire customer base to contribute to knowledge creation.
--  Oracle's enterprise grade on demand solution provides large
organizations the availability, scalability and performance they demand for
their service operations.

Supporting Quotes

--  "Lexmark maintains the highest standards for customer satisfaction,
which requires the applications and tools to ensure a positive user
experience," said Keith Moody, CIO of Lexmark.  "The integration between
Siebel CRM and InQuira for our on-premise Oracle CRM system delivers the
scalability and performance that our service operations demands."
--  "Enterprises are aligning their customer-centric Web and contact center
strategies with their overall enterprise wide CRM strategy," said Michael
Maoz, Gartner VP Distinguished Analyst. "One of the most-pressing needs in
this area revolves around integration of knowledge solutions onto the agent
desktop, and delivering that knowledge to all relevant channels (e.g.
e-mail, chat, telephone, etc.). Additionally, to meet their various types
of customer service contact center requirements, some companies are
interested in more than one software delivery model such as both on-premise
and SaaS."
--  "Now with better access to answers and an empowered community of
knowledge contributors, consumers using Web self-service will be able to
find better answers online without having to escalate to the call center as
often, resulting in a measurable increase in online customer satisfaction,"
said Mike Murphy, CEO of InQuira. "With call center agents now able to
seamlessly access their knowledge assets right from within their normal
service flow, they spend less time researching, and provide better answers,
faster."

Supporting Resources

--  NEW
InQuira Demo Video on YouTube
--
Siebel CRM
--  Oracle CRM On
Demand
--  InQuira

About InQuira InQuira Inc. provides software applications for web self-service, collaboration, knowledge management, and agent-assisted support built from a common technology platform that makes it possible for companies to provide a consistent customer service experience across web, phone and community channels. Featuring tight integration of search, content management, discussion forums and analytics, the InQuira platform ensures companies can author and harvest knowledge, make it accessible to the right people at the right time, and measure its effectiveness at resolving customer problems. Blue-chip customers include Nokia, 3M, Juniper Networks, RBS, Pitney Bowes, SprintNextel, and E*Trade. The company is headquartered in San Bruno, Calif. and can be reached at +1 (650) 246-5000 or via the Web at www.inquira.com.

Oracle Innovation Showcase For more than 32 years, Oracle has been a technology innovator, transforming the way business is conducted. To learn about Oracle's latest technologies and history of innovation, visit the Innovation Showcase at oracle.com/innovation. And during Oracle OpenWorld (October 11-15), you can hear and interact with innovators from Oracle and its partners at oracle.com/openworld.

About Oracle Oracle (NASDAQ: ORCL) is the world's largest business software company. For more information about Oracle, please visit our Web site at http://www.oracle.com.

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Contact Info
Susie PennerOracle
+1.650.506.1973
Email Contact

Monica Appelbe
Lewis PR for InQuira
+1.415.992.4400
Email Contact

SOURCE: Oracle Corporation

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