Knowledge platform adds insight and answers

A company that provides software and services for the investment management industry launched a new enterprise knowledge platform to enhance its online and contact center customer support.

Advent Software implemented a solution from InQuira because of its "long-term vision for knowledge solutions" and ease of integration, according to a press release from InQuira. Advent provides investment management solutions to handle everything from portfolio management to trade order executions for more than 4,500 firms.

"Through the process of building a strong and diverse customer base, we have accumulated enormous amounts of customer, product and partner data that can be difficult to manage, let alone use strategically," says Casey Keller, senior director of client services at Advent Software. "InQuira’s knowledge platform provides us with the in-house tools to efficiently leverage all of this information so we can strategically improve the entire customer service experience."

Advent Software previously had used a custom solution integrated with its customer relationship management platform, but came to realize that a new system was needed to improve insight and delivery of answers for both Web and call center service channels. InQuira reports that the ability of its technology to understand customer intent and deliver accurate answers enables Advent to provide a better customer service experience.