InStranet Celebrates One Year of Collaboration with SFR Customer Service
Agents profess high satisfaction with CCIL; the application empowers them to deliver improved quality of response to the customer

CHICAGO, IL October 11, 2005 – InStranet, Inc., a global provider of multi-channel knowledge applications, is celebrating the first anniversary of the deployment of Contact Centers In-Line™ for SFR Customer Service. With more than 16 million customers and a market share of 35.8%, SFR is the second largest wireless operator in France.

SFR Customer Service’s two primary objectives were to improve the quality of customer service and to reduce costs in their 25 contact centers.

InStranet’s Contact Centers In-Line™ (CCIL) allowed SFR Customer Service to rapidly deploy a knowledge base application that centralizes all their product, service, procedural, and marketing information. During a call, CCIL displays in less than 2 seconds all pertinent information to the 4,500 agents using the application on a daily basis. In addition, CCIL automatically presents the most useful documents to resolve a call.

CCIL also allows 200 internal publishers at SFR Customer Service to rapidly publish documents to the knowledge base. Thanks to CCIL, agents can easily send feedback to content owners regarding information made available during the interaction with the customer. The business workflow integrated in CCIL manages publishers’ work-in-progress as well as all feedback to be addressed, allowing for a streamlined approach to knowledge management.

“Our positive collaboration with SFR Customer Service and IT Systems, and integrator Atos Origin, was a key success factor. After one year of use of CCIL, we’re very happy to have achieved SFR Customer Service’s objectives, and have even surpassed some of them,” said Jean-Noël Grandval, General Manager, Europe & Asia Pacific for InStranet.

About InStranet

InStranet is a leading provider of multi-channel knowledge 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 is working with many high-profile enterprises, including 3M, AXA, France Telecom, Orange, SFR Cegetel, Tele2, Transcom, UPC Noos, VimpelCom, and Zurich North America. Global partners include Amdocs, Aspect Communications, BEA Systems, Genesys Telecommunications, IBM, Oracle Corporation, salesforce.com, and Sun Microsystems. InStranet is headquartered in Chicago with offices in Paris and London, and technology and distribution partnerships throughout Europe and Asia.

For more information, contact:

InStranet, Inc.
InStranet EMEA
Andrew Zinger
+33 (0)1 41 27 68 54
azinger@instranet.com