InStranet teams with leading CRM applications to offer an unrivaled customer experience.

InStranet’s multi-channel knowledge applications make it easy to transform the information across an organization into knowledge that your customer service

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channels can act on. InStranet’s Contact Centers In-Line (CCIL) seamlessly integrates with CRM applications to provide one interface for both customer information, and product and service knowledge. Customer service organizations need both to deliver a superior customer experience.

Measurable benefits include:

• Enhanced customer experience 
• Happier and more productive agents
• Increased first call resolution
• Increased up-sell and cross-sell opportunities with more targeted and accurate offers
• Reduced call handling and wrap-up times
  

How does it work?

One Interface: Thanks to a high level of application blending, customer support organizations have one place to go for both CRM information, and product and service knowledge.

1. The agent Briefing Room provides each agent with a personalized briefing page showing customized, up-to-date content appropriate for his or her role and skill level.
2. The Knowledge Base Tab dynamically assembles context-sensitive information about company products and services into meaningful categories and delivers pre-filtered, contextual information based on a caller's profile before a customer interaction begins.
3. One-Click Smart Search from the contact record triggers a search based on selected products and services for relevant sales and support information.
4. Contact level Knowledge Analytics provide a list of documents accessed during prior customer interactions, such as calls into the contact center or Web self-service activity.

In addition, CCIL can be integrated with any CTI system - such as Genesys, Avaya, Cisco, and Aspect - to push contextualized knowledge and content, at the right time, to the right agent. CCIL captures relevant call context and routing metadata from CTI systems to deliver pre-filtered knowledge to the agent desktop, before they even take the call. In effect, CCIL anticipates all potential customer issues for agents and automatically places needed information at their fingertips.