InStranet, Inc. Launches a Complete Multi-Channel Solution with Contact Centers In-Line™ 5.0

Contact Centers In-Line 5.0 allows organizations to drive sales and service with the easy administration and delivery of sustainable, consistent knowledge across all customer touchpoints

CHICAGO, February 1, 2005 – InStranet, Inc., the leader in multi-channel knowledge applications, today announced the release of Contact Centers In-Line (CCIL) 5.0. The new release of the award-winning application ensures automated delivery of profile-based sustainable content and knowledge to every customer touchpoint.

"Ensuring every customer touchpoint - whether it be a call center agent, a retail outlet, or Web self help - have real-time access to consistent up-to-date knowledge about a company’s products, services, and procedures, has a vital impact on customer satisfaction, retention, and costs. CCIL version 5.0 packages the best practices of our customers and partners, recognized customer service industry leaders.” said Alex Dayon, InStranet, Inc. CEO.

Contact Centers In-Line 5.0 is the first application that proactively delivers and provides customer facing organizations access to a single consistent repository of company product, service, and procedural information that can be customized, filtered, and searched on in real-time regardless of the access channel or location. In addition, CCIL 5.0 provides one out-of-the-box interface to manage all customer touchpoints and to automate the processes of how they receive this knowledge.

Front Office Desktops manage all customer touchpoints:

	Agent Desk empowers call center agents with personalized information, not only based on their profile, but on the type of caller and the call context. A component of the Agent Desk is EASE or Enhanced Agent Solving Experience. EASE intuitively guides agents to appropriate content or lets them view information based on most recommended and most commonly viewed documents. Lastly, because agent insight is invaluable, Agent Desk enables agents to offer direct feedback to managers regarding content and its value and success with customers.
	Self-Service Desk personalizes customer self help. When searching for an answer, customers are guided through a series of questions, and a decision tree presents the appropriate information, even when they don't know exactly what they're looking for. Upon login, customers are presented with recommendations and offers based on their profile, as well as recent updates to the information most important to them. Furthermore, CCIL?s analytics and reporting gives companies the ability to know how customers behave, which offers are most effective, and what questions or issues are the most common for various customer types.
	Sales Channel Desk personalizes knowledge for every sales channel: brokers, dealers, retail outlets, points-of-sale, branches, etc. With Contact Centers In-Line?s Schedule View, all channels are apprised of upcoming promotions, while publishers see the status of documents going live or expiring.

Back Office Desktops manage teams, training and knowledge:

	Trainer Desk provides a better view into your team's performance. By providing the tools to create, deliver, and monitor detailed quizzes on critical subject matter, trainers and managers can identify areas where more guidance is needed. Both multiple choice and free-form questions can be included in every test and each question weighted accordingly. Moreover, trainers can present users specific knowledge base content that can be associated with each test and drill down on which agents, teams or call centers need additional coaching or training.
	Publisher Desk allows marketing users and other publishers to create content once, with alternative profile-based user displays, thereby eliminating the need to create and administer multiple content versions while using a single knowledge base repository. Using their authoring tool of choice or through InStranet's desktop publishing system, content publishers can measure content quality and usefulness and ensure the right information is always available at the right place and time.
	Team Leader Desk monitors what information agents have and keeps track of what they know. Custom analytics provide managers with invaluable insight on how and if each employee or team uses the information they’re provided. In addition, the application enhances communication with each agent by providing a way to manage incoming feedback and send personalized alerts and reminders.

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