Manage creation, delivery and effectiveness of information across multiple customer channels

The knowledge you deliver across channels, contact centers, sales channels, brokers and dealers or Web self help, has huge impact on customer service quality, costs and revenues.

InStranet's Multi-Channel Knowledge Applications make it easy to turn information from across your organization into something agents and representatives can act on so that they can easily solve and sell.

Global 2000 companies in many industries such as telecommunications and financial services, have put Contact Centers In-Line to work for them, measuring dramatic results on key metrics such as:

• Improved first-contact resolution
• Lowered cost per call
• Increased revenues

Empowers agents to solve and sell with the information they need, in the form that best suits their working style Devotes desktops to back office functions and content administration, so you can deliver knowledge from across your organization directly to customer touchpoints Helps managers and marketing teams minimize costs and maximize revenues. Raise agent productivity, produce and deploy customized promotional offers, and measure and analyze content for continual improvement Helps you support the entire information lifecycle and address the key business processes that support customer interactions

InStranet also offers a technology foundation that enables IT to quickly build and deploy Content-Based applications: Accelerates the deployment of content-based applications Leverages open standards to make content-based applications easy to administer Provides complete toolkit for content management, personalization, search, application integration, and user management Features out-of-the-box capabilities in metadata framework, content security, content publishing, workflow, syndication, file system agent, and built-in application exchange Provides pre-packaged J2EE content-management and metadata capability, and scalable JavaBeans to leverage existing Web sites