Acquisition Boosts Customer Service Capabilities Of Oracle's CRM Software

Oracle said it would combine InQuira's technology with its CRM software to create cross-channel customer support applications. Businesses can use the technology as agent-assisted service systems within their customer call centers, or provide customers with online self-service support options.

"The acquisition of InQuira provides Oracle with a complete knowledge management suite, integrated with self-service support, online customer forums and agent-assisted CRM," said Anthony Lye, senior vice president of Oracle CRM, in a statement.

Lye said the InQuira technology would play an important role in Oracle's next-generation Fusion line of applications. "We expect InQuira to be the centerpiece for Oracle Fusion CRM Service. 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."

Oracle said the acquisition is subject to regulatory approvals. Privately held InQuira is based in San Bruno, Calif.

The InQuira deal is Oracle's second acquisition in as many weeks. Last week the company bought Cambridge, Mass.-based Ksplice, which develops software used by system administrators to apply security patches to a Linux kernel without having to reboot the operating system. Oracle plans to use that technology to improve the security, reliability and availability of its version of Linux.