- Certification helps ensure best-of-breed knowledge management application integrates with SAP® solutions, delivering increased productivity and responsiveness to customer service organizations. -
CHICAGO--InStranet, Inc., a global provider of multi-channel knowledge applications, today announced its award-winning Contact Centers In-Line™ (CCIL) application version 5.1 has been successfully tested to integrate with the SAP NetWeaver® platform, thus earning "Powered by SAP NetWeaver®" status. To achieve this status, InStranet has demonstrated that CCIL can be successfully deployed on a J2EE-based deployment of the SAP NetWeaver Application Server Release 6.40 and is accessible via the SAP NetWeaver Portal.
In response to research by leading CRM analysts who believe that forward-thinking organizations need to integrate both CRM and knowledge management, InStranet’s solution offers customers the opportunity to leverage their existing investments in the mySAP™ Customer Relationship Management (mySAP CRM) application while enabling further access to knowledge, such as policies, promotions and procedures. Not only will this solution make it possible for users to have only one place to go for both customer records and transactional information -- as well as product, service and resolution knowledge -- but CCIL will dynamically assemble knowledge based on the customer attributes found in mySAP CRM, such as account status or type.
In addition, InStranet’s CCIL offers context-sensitive, personalized knowledge to users of the SAP NetWeaver Portal component, further enriching the customer experience. For example a customer looking at bills through Web self-service will be offered the most frequently asked questions about bills and the most appropriate offers for customers with the same profile. By integrating InStranet’s CCIL with SAP® solutions, companies can expect to reduce the cost of service while increasing retention and up-sell ratios.
“We are delighted to be part of the SAP ISV ecosystem,” said Alex Dayon, CEO of InStranet. “InStranet’s knowledge management application uniquely leverages the functionalities of mySAP CRM through the SAP NetWeaver platform. Contact Centers In-Line is currently powering some of the world’s leading financial services, telecommunication, and utility customer service portals and contact centers. We are looking forward to adding value to our existing and future customers by having our solution integrated within the SAP NetWeaver platform and providing personalized service resolution information within a single framework, offering faster, more accurate answers to customer inquiries.”
InStranet’s Contact Centers In-Line is powered by SAP NetWeaver. The SAP NetWeaver platform powers the mySAP Business Suite family of applications, SAP xApps™ packaged composite applications, and partner solutions. SAP NetWeaver unifies integration technologies into a single platform and is preintegrated with business applications, enabling change and reducing the need for custom integration.
About InStranet, Inc.
InStranet is a leading provider of multi-channel knowledge applications. Global 2000 companies rely on InStranet's solutions to automate content and knowledge delivery for contact centers, field sales, and Web self-care, for servicing and sales initiatives. InStranet's Multi-Channel Knowledge Applications enable businesses to securely 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 working with many high-profile enterprises, including 3M, AXA, France Telecom, Orange, SFR Cegetel, Tele2, Transcom, UPC Noos, Wanadoo, and Zurich North America. Global partners include Amdocs, Aspect Communications, BEA Systems, Genesys Telecommunications, IBM, Oracle Corporation, salesforce.com, and Sun Microsystems. InStranet is headquartered in Chicago with offices in Paris and London, and technology and distribution partnerships throughout Europe and Asia. For more information, visit www.instranet.com.
