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InStranet Joins Genesys Interacts Program as Premiere Member
Alliance to provide significant improvements
in customer service levels by
delivering profile-based customer call context in real-time to agents
Chicago, August 27, 2003 –
InStranet, a leader in knowledge-based applications, announced
today it has joined the Genesys Interacts Program as a Premier
Member.
InStranet is aligning with Genesys Telecommunications Laboratories,
Inc., a subsidiary of Alcatel, to provide a software solution
to the contact center industry that accelerates agent responses
to customer queries, and facilitates up-selling/cross-selling
of products and services through delivery of real-time profile-based
customer call context to agents.
Genesys is 100 percent focused on software for call centers,
delivering sophisticated routing and reporting across voice,
e-mail and Web channels to ensure that customers are quickly
connected to the best available resource - the first time.
Genesys offers solutions for customer service, help desks,
order desks, collections, outbound telesales and service,
and workforce management. Leveraging this alliance, InStranet
will give agents the ability to rapidly search and navigate
call center databases, automating access to the most effective
solutions to common caller problems, as well as to key product,
marketing, and support documents.
Specific business benefits include:
- Accelerates customer service
and call handling times – Typical
InStranet customers enjoy a 10-20 percent improvement in
first-call resolution times, and up to 25 percent improvement
in accuracy of answers provided to customers.
- Increases up-sell and cross-sell
success rates – The
InStranet solution can automatically match key sales and
marketing programs for up-sell and cross-sell using information
collected by Genesys.
- Improves agent readiness and training
effectiveness – The
solution measures and reports on content effectiveness including
detailed reports on which call centers and which agents are “customer
service ready” and which are lagging.
“The use of state-of-the-art data management and customer
relationship management tools to improve agent productivity
is a powerful selling proposition for today’s enterprises.
We are very excited to align with Genesys to provide advanced “call
context” information to our Contact Centers In-Line
offering,” said Frank Florence, senior vice president,
corporate development at InStranet, Inc.
“Delivering customer interactions with ‘in-context’ call
data to the contact center desktop greatly enhances an agent’s
ability to improve the customer service experience,” said
Paul Segre, chief technology officer at Genesys. “Enterprises
are able to leverage a broader range of existing customer
information to personalize every interaction while reducing
costs by providing faster answers.”
One of the keys to improving agent productivity and increasing
sales effectiveness is providing call context and relevant
customer information to agents in real-time as they are responding
to customer inquiries. Call context ensures that an agent
has immediate access to the most relevant and critical content
needed to provide a superior customer service experience.
For example, a bank looking to improve agent productivity
and customer service could deploy InStranet to provide call
context. In this case, the agent could immediately see mortgage,
finance, and investment documents related specifically to
that customer’s incoming call and account profile (and
other information contained across CRM or other databases).
Further, after successfully answering the customer inquiries,
the agent is automatically prompted through a series of relevant
up-sell and/or cross-sell opportunities.
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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