Genesys, an Alcatel-Lucent company, and InQuira, Inc., a provider of enterprise knowledge solutions for web self-service, contact center support, and knowledge intranets, announced the integration of their respective software suites. By combining Genesys’ customer interaction software with InQuira’s knowledge management applications, this joint solution supports customers’ use of non-voice channels on the web and mobile for customer support. The InQuira knowledge suite provides answers and continuity throughout customer inquiries, even across different conversation channels. The joint solution between the two companies’ software allows Genesys eServices customers to get answers with InQuira’s intent-based retrieval capabilities. InQuira leverages profile data, customer searches, and other information maintained in Genesys to deliver targeted answers.
(www.genesyslab.com, www.alcatel-lucent.com, www.inquira.com)