Sonaecom Portugal Selects InStranet Knowledge Application
Leading European quadruple-play telecommunications provider relies on InStranet Contact Centers In-Line to keep up with rapid growth and expansion.

CHICAGO – July 14, 2008 – InStranet, Inc., a global provider of multi-channel knowledge applications, today announced that Sonaecom Group, Portugal’s leading quadruple-play telecommunications provider, has deployed InStranet’s award-winning, Contact Centers In-Line™ (CCIL) Knowledge Application.
InStranet’s Contact Centers In-Line responds to customer- and business-contextual data to deliver personalized knowledge content -- such as policies, product promotions, and resolution information -- to thousands of customer representatives in multiple locations. InStranet’s patented push technology dramatically reduces search time, which increases customer satisfaction and first-call resolution rates while reducing overall call-handle times. In addition, InStranet’s reports and analytic data enable continuous improvement of the customer experience while providing a real-time view of agent efficiency and effectiveness.

Sonaecom, parent company of Optimus, Novis and Clix in Portugal, is successfully driving growth in subscribers and services that results in more than a million inbound calls monthly. The ability to quickly respond to dynamic markets and high demand is vital to Sonaecom’s customer service representatives.

“Sonaecom has a broad product portfolio and an agile organization, the way information flows is key to providing the best customer service. Sonaecom has selected Contact Centers In-Line to ensure that our agents are informed in real-time when talking to customers - which means less time searching, more time servicing” said Andreia Castela Simao, Customer Service Development Department Manager at Sonaecom, “Our choice for InStranet was reinforced by their unique personalization engine and robust integration with our CRM system”

"The successful deployment in 10 weeks allowed a strategic response to growth and rapid realization of business results. Sonaecom represents the new generation of telecommunications providers in Europe.” said Dominique Gilles, Vice President of Sales Southern Europe with InStranet.  “Contact Centers In-Line is helping Soneacom to process and manage a large volume of business content across the enterprise that is vital to each customer service agent.”

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 Comcast, Compass Bank North America, T-Mobile, France Telecom, VW Credit, Royal and SunAlliance, Orange, SFR Cegetel, Tele2, Transcom, UPC Noos, VimpelCom/Beeline, and Wachovia. 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.

About Sonaecom
The Sonae sub-holding manages and controls a portfolio of brands that operate in three main areas: Telecommunications (Optimus, Novis, Clix), Media (Público), and Software & Integration Systems (WeDo, BizDirect, Mainroad, Saphety).

Sonaecom is an entrepreneurial growth company whose ambition is to be the best Portuguese communication services provider and the company of choice for exceptional people to work and discover their full potential.

Sonaecom relentlessly pursues the creation of innovative products, services and solutions that fulfil the needs of its markets and generate superior economic value.

Sonaecom is owned by the Sonae Group (50.10%), by France Telecom (19.19%) and EDP (7.96%), with the remaining capital held by minority shareholders.

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