Drive sales and service with the delivery of sustainable, consistent knowledge across all customer touchpoints.

CONTACT CENTERS IN-LINE DOWNLOADS Self-Service Desk A complete solution that personalizes customer self help Agent Desk Streamline agent access to knowledge for consistent, effective interactions Publisher Desk Manage the complexities of your knowledge base Trainer Desk Provide a better view into your team's performance CCIL Overview Drive sales and service with the delivery of sustainable, consistent knowledge CCIL Telco-Media Edition A marketing, sales, and operational knowledge platform for all telecom and media customer-facing channels InStranet Success Story UPC-Noos selects CCIL to power their knowledge hub ASK IT! InStranet Case Study U.S. Mortgage selects CCIL to drive contextualized knowledge to agents

How you manage knowledge across channels — contact centers, retail outlets, brokers and dealers, or Web self help — has a critical impact on customer service quality, costs and revenues.

InStranet’s Multi-Channel Knowledge Applications make it easy to transform the information across your organization into knowledge your channels can act on. InStranet's award winning Contact Centers In-Line™ application manages and automates the delivery of profile-based content and knowledge to every customer channel.

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

• Increased customer loyalty
• Improved first-contact resolution
• Lowered costs per call
• Increased revenue with every customer interaction
• Reduced call volumes
• Improved agent satisfaction

Multi-Channel Desktops
A complete solution, Contact Centers In-Line comes with desktops devoted to back office functions as well as content administration and deployment so you can easily deliver consistent and profile-based knowledge to your customer touchpoints, monitor user awareness of this information, and quickly react if your representatives need additional training or coaching.