InStranet
Wins Best of Show Award at 2004 ICCM Conference
 Contact Centers In-Line™ Named Best
Call Center Knowledge Management System
CHICAGO, August 19, 2004 –
InStranet, Inc., the leader in knowledge-based
applications for the enterprise contact center, today announced
that it
received the 2004 Best of Show Award at the 16th Annual International
Call
Center Management (ICCM) Conference and Exposition, for its
Contact Centers
In-Line (CCIL) application in the Best Knowledge Management
System category.
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. 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 answer callers' questions. This translates
into higher first
call resolution and customer retention rates, improved
service quality, and
agent productivity. CCIL also enables customer, employee,
and partner
self-help, designed to combine powerful knowledge retrieval
with ease of
use.
"We're honored to continue receiving industry recognition," said
Alex Dayon,
Chief Executive Officer of InStranet. "ICCM's Best
of Show Award confirms
what our customers have been telling us; call centers requiring
a fast
return on investment need packaged solutions that can be
quickly implemented
within existing environments. InStranet's powerful combination
of industry
experience and core technologies is a unique proposition
to anyone that
wants to turn a call center into an opportunity."
The announcement of the Best of Show Awards on August
12th, sponsored by
ICCM and CCNG (the Call Center Networking Group), highlights
the closing day
of the annual four-day event at which attendees see hundreds
of new products
and attend educational seminars. Best of Show recipients
are selected by a
panel of independent judges and are considered "best
of the best" among
products and services exhibited at the ICCM Exposition.
About Advanstar
Advanstar Communications Inc. (http://www.advanstar.com) is a worldwide
business information company serving specialized markets with high-quality
information resources and integrated marketing solutions. Advanstar has 115
business magazines and directories, 78 tradeshows and conferences, numerous
Web sites, and a wide range of print and electronic direct marketing,
database and reference products and services. Advanstar serves targeted
market sectors in the art, automotive, beauty, e-learning, call center,
digital media, entertainment/marketing, fashion & apparel, manufacturing and
processing, powersports, science, telecommunications, travel/hospitality,
healthcare and pharmaceutical industries. The company now has more than
1,400 employees and currently operates from multiple offices in North
America, Latin America, Europe and Asia.
About CCNG
CCNG (http://www.ccng.com) is a networking organization to promote and
develop conference and educational programs for the call center industry
with membership comprised of contact center manager and industry
professionals.
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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