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InStranet, Inc. Selected By SureWest to Enhance Call Center Productivity and Self-Service Customer Care

Posted on: Tuesday, 9 November 2004, 09:00 CST

- InStranet's unique methodology and technology offers a comprehensive solution -

InStranet, Inc., the leader in multi-channel knowledge business applications, today announced an agreement to provide SureWest Communications (Nasdaq: SURW) with their award winning Contact Centers In-Line(TM) (CCIL) application. SureWest is the premier 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."

About InStranet, Inc.

InStranet is a worldwide leader of multi-channel knowledge business 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 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 SureWest

With 90 years in Northern California, SureWest and its family of companies represent an integrated network of highly reliable advanced communications products and services. SureWest provides digital TV, fiber optics, PCS wireless, DSL, high-speed Internet access, data transport, local and long distance telephone service, and directories with the highest standards of customer care. For more information, visit the SureWest web site at www.surewest.com

Source: Business Wire

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