InStranet, Inc. Successfully Integrates Contact Centers In-Line with Siebel Customer-Facing Solutions

CHICAGO, IL December 29, 2005 – InStranet, Inc., a global provider of multi-channel knowledge applications, today announced that the integration between its Contact Centers In-Line™ (CCIL) application and Siebel customer facing solutions version 7 has been successfully validated by Siebel Systems Inc.  Siebel Systems is a leading provider of customer-facing solutions.

CCIL manages and automates the delivery of profile-based content and knowledge to every customer touchpoint, such as Web self-service, callcenter agents and saleschannels.  Siebel's multichannel offerings allow organizations to intelligently manage and coordinate all customer interactions across the Web, contact center, field sales/service force, branch/retail network, and indirect and partner distribution channels.  With this validation, customers of Siebel Systems and InStranet can now offer organizations automated delivery of profile-based knowledge in a more efficient and customer-centric manner.

The integration of CCIL with Siebel customer-facing solutions allows users to have one place to go for both CRM information, and product and service knowledge. CCIL’s Web self-service capabilities empower customers to find answers themselves and reduce the amount of calls agents need to handle, while enabling company representatives to instantly find up-to-date, context-sensitive information relevant to the complete customer experience during a telephone or other interaction.

InStranet is a J2EE application requiring a Web application server and relational database.  The InStranet Siebel Request Connector handles all requests made from the Siebel application to InStranet.  It determines the type of search being made from the Siebel interface, and leverages InStranet’s award winning multi-dimensional architecture to formulate a search based on the profile data extracted from the Siebel records.

“Siebel Systems’ commitment to customer satisfaction and market leadership has significantly impacted the way companies do business,” said Alex Dayon, CEO of InStranet.  “We believe that with the addition of our knowledge and content delivery capabilities, Siebel Systems’ customers will further benefit by reduced call volumes, lowered costs per call, reduced training costs, and improved first contact resolution.”

“The integration of Siebel customer-facing solutions with InStranet’s Contact Centers In-Line equips customers, agents and company representatives with instant access to the exact information they require,” says Butch Winters, Vice President and General Manager of Global Alliances for Siebel.

Siebel Systems forms alliances with proven technology leaders to deliver tangible business benefits throughout the enterprise.  By choosing Siebel customer-facing and validated partner solutions, Siebel Systems’ customers can pursue a best-of-class software acquisition strategy.  The Siebel Validation Program applies rigorous technical scrutiny to evaluate the integration of third-party solutions with Siebel customer-facing solutions. Integrations that meet the strict testing criteria are validated and documented by the Siebel Validation Program.  Validation documentation is available on the Siebel Partner Directory at www.siebel.com/partners/dir/directory.shtm.

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

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