InQuira Says IGT Picks InQuira for Customer Service

By David Sims

TMCnet Contributing Editor

 

InQuira has announced that International Game Technology (News - Alert), a company selling computerized gaming machines and systems products, has selected InQuira to help improve their customer service.

 

 

IGT will use InQuira’s (News - Alert) Knowledge Management software platform and customer service application to try to get “faster, more effective support products” for IGT’s Web self-service customers and call center agents, according to IGT officials.

 

InQuira’s Knowledge Management platform includes support for support-oriented content through a workflow and publishing cycle, as well as intelligent search technology that “discerns user intents and applies approaches for matching searches to available content,” according to the InQuirians, adding that the search module “analyzes all search words for relevance, not just the keywords.”

 

The platform is expected by IGT officials to provide a knowledge base for Web self-service and agent-assisted support that lets customers do more in the way of self-serve and have less occasion to call center agents.

 

IGT sells stand-alone and networked gaming systems for casino operators. Their products include its MegaJackpots wide-area networks of games, linking casinos together for larger jackpots, including Megabucks, Wheels of Fortune and other multi-site casino games.

 

Last year TMC reported that InQuira announced that MSC (News - Alert).Software, a vendor of enterprise simulation products to help reduce costs associated with designing and testing manufactured products, selected InQuira.

 

MSC.Software officials said at the time they would use InQuira's knowledge management platform, InQuira Information Manager, to power Web technical support interactions. MSC.Software chose InQuira for "its ability to harvest simulation knowledge from employees, customers and partners to make it accessible to consumers," among other factors, InQuira officials said.

 

A 40-year veteran in offering simulation tools, MSC.Software uses simulation knowledge and process management as components of its Enterprise Strategy products. The company will integrate InQuira with its single sign-on platform and Oracle's (News - Alert) service request management applications.