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InStranet Announces Contact Centers
In-Line Solution: Delivers Content Automation for Contact Centers
New Software Application Helps Enterprises
Drive Actionable Product, Support and Marketing Content to Agents
New York, February 12, 2003 –
InStranet, Inc., provider of Content-Based Applications for the
Enterprise, today announced the release of its new Contact
Centers In-Line Application, the first enterprise software application
designed to automate the content-rich processes of creating, distributing,
monitoring, evaluating and managing product and support documents
for contact centers.
“Given today’s economic pace, the number of company
product offers and promotions has exploded, while the pressure is
on to reduce overall operating costs,” states Frank Florence,
senior vice president of corporate development at InStranet. “Within
this context, the enterprise also is driving the contact center
for more cross-sell and up-sell results. Without a system to coherently
manage and segment product and training content among disparate
agent groups, these higher company objectives are extremely difficult
to reach.”
Contact Centers In-Line (CCIL) is the first application designed
specifically to address these challenges. The result of many years
of work with clients in the high technology, retail and telecommunications
industries, CCIL leverages and automates business processes for
securely creating, segmenting and delivering targeted product, support
and marketing content to a diverse group of contact center agents
and specialists.
“We look forward to teaming with InStranet on current and
upcoming field opportunities,” says Jon Crossley, vice president,
Americas TELECOM MEDIA NETWORKS at Cap Gemini Ernst & Young, one of the world’s
largest providers of Consulting, Technology and Outsourcing services.
“InStranet’s focus on the business user, both channel
and agent, has created a new way of solving what is a very big problem
for our clients: the management of unstructured content for call
centers.
Additionally, InStranet’s focus on specific contact center
business processes and workflows facilitate rapid integration into
the client architecture.”
Using a content engine in combination with user-profile security
rules, CCIL automatically filters agent content access based on
customizable factors such as: job title, market focus, product specialty,
contact center site, awareness level, training rating and language.
Key features and benefits of CCIL include:
- Monitoring and measurement – Provides operating charts,
data and metrics, enabling the contact center manager to: monitor
content flow and usage; make adjustments to improve call resolution
times; build effectiveness of call agent training and readiness;
and increase up-sell revenue contribution.
- Builds agent “readiness” – Agents are
automatically armed with the relevant product, support and marketing
information, such as FAQ, training content, feedback, promotions,
product data sheets and contracts, needed to quickly address and
resolve on-call customer issues.
- Document lifecycle support – Enables agents to create,
communicate, monitor and evaluate all documents through a task-based,
easy-to-use web interface.
- Impact on up-sell – Through InStranet’s categorization
of business dimensions, agents can quickly find and locate key content
and documents for both rapid technical resolution and up-sell, and
make an "offer" on-call at the click of a button. CCIL’s
tracking engine also enables the contact center manager to measure
the impact of agent’s contribution to revenue.
- Cost savings – The categorization also enables faster
call resolution, with limited escalation, by giving more agents
the power to troubleshoot independently without supervisor assistance
and training.
- Search and segmentation – With CCIL, critical
documents and content can be found quickly using the integrated
search capability. Furthermore, documents can be segmented using
a powerful algorithm to ensure that content is "smart"
and provides an agent exactly the right information at the right
time.
- Easy-to-use administrator interface – Fast integration
with internal directories enables the admin to add, modify or delete
new users to the system without the need for costly programming
or IT customization.
Contact Centers In-Line is completely Web-based, providing agents
and agent groups with fast and easy access to content while reducing
information creation, access and management costs. The application’s
built-in management of multiple agent groups ensures the consistent
application of initiatives across agent segments, and other related
enterprise sales channels, thereby increasing revenue while simultaneously
reducing operational costs. CCIL is easily linked to CRM systems
and other business channels through InStranet’s powerful J2EE-based
applications exchange infrastructure.
About InStranet
InStranet is a worldwide leader of multi-channel knowledge business
applications. Global 2000 companies rely on InStranet's solutions
to automate content and knowledge delivery for contact centers, field
sales and Web self-care for servicing and sales initiatives.
InStranet's Multi-Channel Knowledge Applications enable businesses
to securely create, manage and deploy critical profile-based content
for enterprise channels, and to analyze results to identify key successes
or areas for improvement.
InStranet applications are currently deployed in many high-profile
global enterprises, including 3M, AXA, BNP Paribas, Credit Lyonnais,
France Telecom, Manpower, Orange, and Zurich
North America. Global partners include Aspect Communications, BEA Systems, Genesys,
IBM, Oracle, and Sun Microsystems. InStranet is headquartered in
Chicago with offices in Paris, and technology and distribution
partnerships throughout Europe and Asia.
For more information, contact:
InStranet, Inc.
InStranet EMEA
Andrew Zinger
(312) 629-4577
azinger@instranet.com
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