InQuira (News - Alert), a provider of enterprise knowledge solutions, has signed an agreement with SAP (News - Alert) AG, a German software development and consulting corporation, which provides enterprise software applications and support services to develop CRM solutions.

Through this agreement, both the companies intend to develop the integration of InQuira knowledge and social capabilities with the SAP CRM application, including capabilities such as interaction center support, Web channel, sales management and marketing automation.

"While the initial integration is focused on SAP CRM solutions, InQuira knowledge also has broad applicability for improving the end-to-end customer engagement lifecycle through integration with SAP Business Suite software," Michael Murphy (News - Alert), chief executive officer of InQuira said.

The integrated solutions, as stated, is aimed at enabling businesses to provide a consistent, intuitive customer experience across channels and business processes via a single knowledge platform.

InQuira officials also clarified that the company will initially focus on delivering certain key functionality with SAP CRM which would include; Web channel: Out-of-the-box integration with the comprehensive self-service capabilities of SAP CRM that will eventually allowe the company to use product and customer information stored in SAP CRM to personalize the  user experience and help ensure exceptional customer service. With this, InQuira also can now enhance the e-service capabilities of SAP CRM by providing the knowledge to populate a rich, customized self-service and knowledge portal.

In the interaction center, InQuira's knowledge tools will be integrated with the agent desktop of SAP CRM, giving agents easy, one-stop access to knowledge assets.

Added to this, InQuira will now be able to deliver rich social media capabilities, including discussion forums, commenting and feedback, and user reputation models.

"Companies are continually looking to differentiate themselves by delivering exceptional customer service across all of their customer touch points," Jujhar Singh, senior vice president of CRM Solution Management and Global Strategy, SAP said.

"The comprehensive capabilities of the InQuira offering integrated with SAP CRM will enable organizations to execute smarter and with more consistency. Through the integrated offerings, organizations break down the silos within the customer experience lifecycle, from marketing to sales to support and back-office settlement, to help companies achieve the level of service their customers expect," Singh added.

More information on the integrated solution can be obtained at the SAPPHIRE NOW conference, being held in Orlando, Fla., May 16-19, where InQuira will be hosting two presentations with SAP.