ESET will use InQuira's recently announced InQuira v8.1 with Multilingual Dictionary (MLD), a Knowledge Management platform that enables users to author and access content across multiple languages, including using cross-lingual natural language search, to power its global web self-service, agent-assisted support and website search. InQuira's cross-lingual capabilities are particularly relevant to the implementation, as ESET is consolidating its separate international websites into a single ESET.com property to serve the needs of all customers, partners and employees, regardless of geographic location.
ESET is one of the fastest growing companies in the security software space, offering proactive threat protection from viruses, spyware, adware, worms, trojans, rootkits and other malware for businesses and consumers through a vast distribution network in more than 160 countries. With production headquarters in Bratislava, Slovakia and distribution headquarters in San Diego, California, ESET was looking for a Knowledge Management platform that could easily integrate into their global system.
InQuira 8.1 with MLD enables users to search and retrieve information across multiple languages, and have it automatically translate into their designated dialect. The first phase of the project will offer support for English and Slovak; ESET plans to add additional languages to support their high volume distributors.
"As a global company in an extremely fast-paced and competitive market, we require cohesive customer service experience for both our consumer and business audiences with a feature rich self-service offering," said Lance Smith, director of customer care at ESET. "To maintain our exceptionally high customer retention rate, we aim to address any support inquiry as quickly and accurately as possible, regardless of channel or geographic location. InQuira's multilingual and natural language capabilities will help us insure that we continue to deliver superior online and agent-assisted support."
"Support inquiries in the antivirus industry often carry a higher degree of urgency, so online and call center support become even more of a competitive differentiator," said Mike Murphy, CEO of InQuira. "ESET's global initiative is raising the bar for the industry standard of service, and we look forward to working with them in the coming months to consolidate their international support into one global support powerhouse."
About ESET ESET develops software solutions that deliver instant, comprehensive protection against evolving computer security threats. ESET pioneered and continues to lead the industry in proactive threat detection. ESET NOD32 Antivirus, its flagship product, consistently achieves the highest accolades in all types of comparative testing and is the foundational product that builds out the ESET product line to include ESET Smart Security. ESET Smart Security is an integrated antivirus, antispyware, antispam and personal firewall solution that combines accuracy, speed and an extremely small system footprint to create the most effective security solution in the industry. Both products have an extremely efficient code base that eliminates the unnecessary large size found in some solutions. This means faster scanning that doesn't slow down computers or networks. Sold in more than 160 countries, ESET has worldwide production headquarters in Bratislava, SK and worldwide distribution headquarters in San Diego, U.S. ESET also has offices in Bristol, U.K.; Buenos Aires, AR; Prague, CZ; and is globally represented by an extensive partner network. For more information, visit www.eset.com or call (619) 876-5400.
About InQuira 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 www.inquira.com.