InStranet, Inc. Advances Service Resolution and Knowledge Management with the Release of Contact Centers In-Line Version 5.5
Enhanced business analytics and improved service resolution processes highlight new release.

CHICAGO – November 1, 2006 – InStranet, Inc., a global provider of multi-channel knowledge applications, today announced the general availability of Contact Centers In-Line™ (CCIL) 5.5, the latest version of the company’s award-winning service resolution and knowledge management application. The new release advances the vision InStranet has brought to the knowledge management market over the past few years of providing a complete multi-channel knowledge application. CCIL enables each channel – call centers, customer Web self-service, retail locations, and sales – to receive personalized product and service information accurately and consistently.

CCIL v5.5 is a major milestone for InStranet in enhancing the application’s self-service and customer service capabilities. The product features several new developments including new documents types and interactive navigation, such as Decision Trees and Step-by-Step Procedures, specifically intended for technical support activities.

In addition, CCIL v5.5 features a new real-time service analytics engine, named Knowledge Intelligence Services (KIS), a result of three years of research and development. KIS offers real-time personalized analytics and over forty out-of-the-box reports such as providing knowledge base publishers document ratings. In addition, KIS can transmit analytics into CRM and data warehousing applications, thereby allowing consolidation with other data sources from other applications.

"We selected InStranet as a platform for our consumer electronics technical and post sales service teams," said Michel Morvan, Hotline and Post Sales Service IS Manager of FNAC, a leading European retailer of cultural and leisure products. "We considered many alternatives, but InStranet's Contact Centers In-Line provides the most intuitive implementation with the lowest cost of ownership."

“This new release is a result of over three years of development efforts,” said Frederic Thomas, VP of Research & Development at InStranet. “We are excited by the positive feedback the product received during our extensive beta program from our new and existing customers. Based on their guidance, we were able to add over one-hundred usability enhancements.”  

New and enhanced capabilities of Contact Centers In-Line 5.5 include:

Enhanced Customer Service Capabilities:

• Web self-service users can view profile-based, personalized information based on the activity of other customers.
• Decision Trees and Step-by-Step Procedures guide users through the resolution process by way of dynamic questions.
• An Up-Sell/Cross-Sell Dashboard provides call center agents with products, offers, and promotions that match a caller’s profile.
• Troubleshooting Waypoints allow agents to pause within a navigational state and return where they left off.

New Publishing and Reporting Functionality:

• Channel-based content indicators provide usage reports drillable by days, weeks, and months.
• A content dashboard enables publishers to find content that is either poorly used or ranked.
• Trainers can have multiple choice quizzes automatically graded.
• Analytics can be transmitted to CRM and data warehousing applications.

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