Collaboration Features Key in Selection of Knowledge Management Platform
A 40-year veteran in offering game-changing simulation tools, MSC.Software supports thousands of companies in hundreds of industries, integrating information, technology, software, services and systems to enable faster and more efficient development of market-leading products. Simulation knowledge and process management are key components of MSC.Software's Enterprise Strategy. The company will integrate InQuira with its single sign-on platform and Oracle's service request management applications, and use InQuira Information Center as the external user interface, integrating MSC.Software simulation knowledge bases, collaboration framework and documentation into a portal-like knowledge application for customer service and online support. The initial deployment will power MSC.Software's Japanese support website. Deployment of an InQuira-powered English support website will quickly follow the Japanese implementation.
"We were seeking an integrated approach to achieving exceptional customer satisfaction, our number one priority. InQuira provided the only solution that was capable of capturing and distributing all of our simulation solutions knowledge with the integrated end-user collaboration required to satisfy the needs of our tech-savvy customers," said Jeffrey Graff, Director of Global Technical Support, MSC.Software. "InQuira's out-of-the-box ability to provide superior agent-directed KM, Web self-service, content management and analytics offers us a significant competitive advantage, and the fact that it easily integrates with the rest of our infrastructure means we can continue to focus on delivering the best possible technical solutions to our customer."
"Quality online and call center customer service is a top 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, CEO of InQuira. "MSC.Software's recognition that their user communities can be a valuable source for harvesting new knowledge base content puts them ahead of the curve, and we look forward to helping them leverage their communities and employees to resolve customer support issues."
About MSC.Software Corporation
MSC.Software Corporation (NASDAQ: MSCS) is a leading global provider of enterprise simulation solutions, including simulation software and services, that helps companies make money, save time and reduce costs associated with designing and testing manufactured products. MSC.Software works with thousands of companies in hundreds of industries to develop better products faster by utilizing information technology, software and services. MSC.Software employs more than 1100 people in 23 countries. For additional information about MSC.Software's products and services, please visit http://www.mscsoftware.com.
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 http://www.inquira.com.