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InStranet, Inc. Successfully Integrates Contact Centers In-Line with Siebel Customer-Facing Solutions

  • January 04 2006, 1:00am EST
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InStranet, Inc., a global provider of multi-channel knowledge applications, today announced that the integration between its Contact Centers In-Line (CCIL) application and Siebel customer facing solutions version 7 has been successfully validated by Siebel Systems Inc. Siebel Systems is a leading provider of customer-facing solutions.

CCIL manages and automates the delivery of profile-based content and knowledge to every customer touchpoint, such as Web self-service, call center agents and sales channels. Siebel's multichannel offerings allow organizations to intelligently manage and coordinate all customer interactions across the Web, contact center, field sales/service force, branch/retail network, and indirect and partner distribution channels. With this validation, customers of Siebel Systems and InStranet can now offer organizations automated delivery of profile-based knowledge in a more efficient and customer-centric manner.

The integration of CCIL with Siebel customer-facing solutions allows users to have one place to go for both CRM information, and product and service knowledge. CCIL's Web self-service capabilities empower customers to find answers themselves and reduce the amount of calls agents need to handle, while enabling company representatives to instantly find up-to-date, context-sensitive information relevant to the complete customer experience during a telephone or other interaction.

InStranet is a J2EE application requiring a Web application server and relational database. The InStranet Siebel Request Connector handles all requests made from the Siebel application to InStranet. It determines the type of search being made from the Siebel interface and leverages InStranet's award winning multidimensional architecture to formulate a search based on the profile data extracted from the Siebel records.

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