| InStranet’s
Contact Centers In-Line Named Call Center Magazine’s
2004 Product of the Year
Contact Centers In-Line Application
Awarded Call Center Magazine’s Top Honor
 CHICAGO, February 11, 2004 –
InStranet, Inc., the leader in Knowledge-Based
Applications for the Enterprise Contact Center, today announced
that Call Center Magazine has selected InStranet’s Contact Centers In-Line (CCIL)
application the 2004 Product of the Year.
"Each year Call Center Magazine honors
products and services that display innovation, performance,
choice,
and versatility," said
Keith Dawson, Call Center Magazine’s Editorial Director.
"This year we especially liked InStranet’s Contact
Centers In-Line application, particularly its Analytics Engine,
which
tracks the effectiveness of suggested content
and promotions, along with agent stats."
At the awards ceremony held on February 4th, Call Center Magazine's editors
named the top contact center products and services that enhance
agents' and call center managers' productivity, boost sales overall customer service.
Contact Centers In-Line is a turnkey business application
that provides agents with the right information to handle
the most important aspects of any call: solving and selling.
To achieve these goals, CCIL
uses patent-pending technology to drive relevant product,
marketing and daily operational content to agents according
to their role, skill
set, day-to-day objectives, and the call context. Additionally,
Contact Centers In-Line allows management to instantly
notify agents about revised
procedures or new promotions, while monitoring agent use
of content. CCIL also enables managers to test agents on
their knowledge of particular
subjects. Thanks to CCIL's automated real-time filtering,
agents are presented with both call resolution documents
and offers that match a caller's profile
and the call context, which eliminates the need for manually
searching for the appropriate document to answer callers’ questions.
This translates into higher first call resolution and customer
retention rates, improved service quality, and agent productivity.
"We are extremely honored to be selected Call Center
Magazine’s
Product of the Year," said Alex Dayon, Chief Executive
Officer of InStranet, Inc. "This
award is tremendous industry recognition of our vision and
technology. As customer-facing agents become a mission-critical
resource for leading businesses, managing the content process
is not an option
anymore. This is why leading call centers, who see a return
on their investment in a few months, have implemented our
products."
About Call Center Magazine
Call Center Magazine is the only magazine dedicated to providing in-depth
and unbiased product and strategic information that the powerful executives
responsible for improving customer relations and retention through call
centers rely upon to make purchasing decisions on the hardware, software and
services critical to their success. This respected editorial attracts the
largest number of readers in the call center, customer care and customer
interaction market. More information is available at
www.callcentermagazine.com.
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
|
