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InStranet Wins Best of Show Award at 2004 ICCM Conference CHICAGO --(Business Wire)-- Aug. 19, 2004 -- Contact Centers In-Line(TM) Named Best Call Center Knowledge Management SystemInStranet, Inc., the leader in knowledge-based applications for the enterprise contact center, today announced that it received the 2004 Best of Show Award at the 16th Annual International Call Center Management (ICCM) Conference and Exposition, for its Contact Centers In-Line (CCIL) application in the Best Knowledge Management System category. Contact Centers In-Line is a turnkey business application that provides agents with the right information to handle the most important aspects of any call: solving and selling. To achieve these goals, CCIL uses patent-pending technology to drive relevant product, marketing and daily operational content to agents according to their role, skill set, day-to-day objectives, and the call context. Additionally, Contact Centers In-Line allows management to instantly notify agents about revised procedures or new promotions, while monitoring agent use of content. Thanks to CCIL's automated real-time filtering, agents are presented with both call resolution documents and offers that match a caller's profile and the call context, which eliminates the need for manually searching for the appropriate answer callers' questions. This translates into higher first call resolution and customer retention rates, improved service quality, and agent productivity. CCIL also enables customer, employee, and partner self-help, designed to combine powerful knowledge retrieval with ease of use. "We're honored to continue receiving industry recognition," said Alex Dayon, Chief Executive Officer of InStranet. "ICCM's Best of Show Award confirms what our customers have been telling us; call centers requiring a fast return on investment need packaged solutions that can be quickly implemented within existing environments. InStranet's powerful combination of industry experience and core technologies is a unique proposition to anyone that wants to turn a call center into an opportunity." The announcement of the Best of Show Awards on August 12th, sponsored by ICCM and CCNG (the Call Center Networking Group), highlights the closing day of the annual four-day event at which attendees see hundreds of new products and attend educational seminars. Best of Show recipients are selected by a panel of independent judges and are considered "best of the best" among products and services exhibited at the ICCM Exposition. About InStranet, Inc. InStranet is a worldwide leader of business software applications that increase the efficiency of sales and marketing channels. Global 2000 companies rely on InStranet's solutions to automate multi-channel content and knowledge delivery for customer service, contact center and field sales initiatives. InStranet's Content-Based Applications Suite enables large corporations to securely create, manage, and deploy critical sales and marketing content for enterprise channels, and to analyze the results to identify key successes or areas for improvement. InStranet applications are currently deployed in many high-profile global enterprises, including 3M, AXA, BNP Paribas, Credit Lyonnais, France Telecom, Manpower, Orange, Penske Truck Leasing, and Zurich North America. Global partners include Aspect Communications, BEA Systems, Genesys, IBM, Oracle, and Sun Microsystems. InStranet is headquartered in Chicago with offices in Paris, and technology and distribution partnerships throughout Europe and Asia. Visit www.instranet.com for more information. About Advanstar Advanstar Communications Inc. (http://www.advanstar.com) is a worldwide business information company serving specialized markets with high-quality information resources and integrated marketing solutions. Advanstar has 115 business magazines and directories, 78 tradeshows and conferences, numerous Web sites, and a wide range of print and electronic direct marketing, database and reference products and services. Advanstar serves targeted market sectors in the art, automotive, beauty, e-learning, call center, digital media, entertainment/marketing, fashion & apparel, manufacturing and processing, powersports, science, telecommunications, travel/hospitality, healthcare and pharmaceutical industries. The company now has more than 1,400 employees and currently operates from multiple offices in North America, Latin America, Europe and Asia. About CCNG CCNG (http://www.ccng.com) is a networking organization to promote and develop conference and educational programs for the call center industry with membership comprised of contact center manager and industry professionals. |
