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David Sims - TMCnet CRM Alert Columnist[March 31, 2005]

InStranet to Supply Transcom

By David Sims, TMCnet CRM Alert Columnist

InStranet, Inc., a provider of multi-channel knowledge applications has announced an agreement to provide Transcom, Europe's largest geographic CRM/call center service provider, and their customer Tele2, an alternative telecom operator, with their Contact Centers In-Line application.

Transcom has 41 customer service centers in 23 countries and over 9,000 customer service representatives. Tele2 counts 26 million subscribers in 24 countries, offering products and services in fixed and mobile telephony, Internet access, data networks, cable TV, and content services.

The initial project is supposed to enable Transcom to increase efficiency and quality of service while supporting Tele2's launch of ADSL in the Netherlands and Belgium. InStranets out-of-the-box CCIL Telco-Media edition can be implemented in four weeks.

"We wanted to make sure that we would implement the right solution the first time," said Jon Fitch, Transcom's Chief Technology Officer, noting that InStranet is expected to provide a quick time-to-benefit and is built on industry standards, is highly scalable, and can easily integrate with other systems.

Jean-Noel Grandval, VP & General Manager, Europe and Asia Pacific, InStranet noted that knowledge applications are increasingly in demand from customer service organizations looking to converge technical support, sales support, and retention initiatives into one integrated process.

InStranet's multi-channel knowledge applications are designed to enable businesses to 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 headquartered in Chicago with offices in Paris, and technology and distribution partnerships throughout Europe and Asia.

David Sims is contributing editor and CRM Alert columnist for TMCnet.

To discover how contact centers can save money and increase productivity by making the switch to IP Telephony, be sure to attend TMC's IP Contact Center Summit May 24-26, 2005, in Dallas, Texas.

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