25 North Wacker Drive, Suite 1425
Chicago, IL 60606
877.932.5826
Solutions:
Multi-channel knowledge management
Company 360
Revenues:
Installed Base:
40
Employees:
50
Deployment:
Saas and OnPremise
Customer References
Expedia
SureWest Telecom
Orange
France Telecom
VimpelCom
John Ragsdale Commentary
Knowledgebases aren't going away, but in today's complex support environments, assuming that all the content to support customers is in a single repository is no longer realistic. InStranet’s Multi-Channel Knowledge Applications solve this problem by presenting agents with a personalized Briefing Page with customized, up-to-date content specifically for their role and skill level. With integration to internal CRM systems, the Briefing Page can even dynamically present information customized for each customer, including 'best fit' upsell and cross-sell offers to extend during the live interaction.
Functional Coverage
eService
>
Web Collaboration
Proactive Chat
Email Response Management
>
Agent Knowledgebase
>
Agent Diagnostic Tools
>
Customer Knowledgebase
>
Customer Self-Service Problem Diagnostic/Self-Healing
