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SureWest Selects Solution To Enhance Call Center Productivity CHICAGO, Nov 2004 - InStranet, Inc., a provider of multi-channel knowledge business applications, today announced an agreement to provide SureWest Communications (SURW) with their award winning Contact Centers In-Line(TM) (CCIL) application. SureWest is a provider of communications products and services for personal and business communications in Northern California. InStranet will enable SureWest's contact centers to serve their customers faster by facilitating access to needed information. In addition, InStranet's applications will reduce the total number of calls by presenting customer-relevant information on SureWest's public Web site for self-service. "SureWest prides itself on delivering top-notch customer service," said Phil Germond, Vice President of Customer Operations at SureWest. "InStranet's industry experience in helping customer service representatives provide faster, more accurate responses to customer requests is precisely what we were looking for. Moreover, with the same knowledge repository, we will provide our customers a self-service method to help themselves through our public Web site." "InStranet's consultative approach with us was very helpful," continued Germond. "The InStranet team showed the initiative and willingness to work alongside our customer service personnel, assist us in building a compelling ROI model, and develop a prototype for executive approval." In addition to improving agent productivity and offering customer self-service, InStranet's application will provide analytics and reporting to track and measure content usage, process-based publishing and workflow, and a standards-based J2EE packaged application enabling easy integration with telephony, CRM and other systems. "Our customers have been enthusiastic about CCIL's ease of implementation, ability to increase cross-sell revenues, and gain market share," stated Alec Wilson, VP Telecommunications at InStranet. "We are pleased to have been chosen by SureWest in a very competitive selection process, and look forward to partnering with them for their strategic customer service initiatives." InStranet was founded in 1999 by Alexandre Dayon and Jean-Noël Grandval former senior executives of Business Objects. With InStranet, Dayon and Grandval are applying their work in business intelligence to enterprise-level software that enables the exchange of mission-critical, service-related documents and content with business partners in a secure, organized environment.
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