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MTS Allstream Calls on InQuira to Improve Customer Service

Posted on: Monday, 29 October 2007, 09:00 CDT

SAN BRUNO, Calif., Oct. 29 /PRNewswire/ -- InQuira, Inc., a provider of integrated software applications for intelligent search, knowledge management, analytics and user experience, announced today that MTS Allstream Inc., one of Canada's leading national communications providers, has selected InQuira to power its knowledge management ("KM") initiatives for its operations in the province of Manitoba and to improve its customer service experience. The company is leveraging InQuira's KM solution to consolidate multiple content sources used across its call center, as well as its intelligent search capabilities to make the knowledge base efficiently and effectively accessible by its employees.

Serving residential and business customers with local and long distance services, Internet access, wireless services and digital television, MTS Allstream's 700 service representatives in Manitoba were relying on multiple content sources to handle service inquiries from its customers. Starting in its wireless business, MTS Allstream deployed InQuira Information Manager to enable its contact center representatives to contribute to and access the consolidated knowledge base through a single Web-based interface. This not only creates consistency throughout the call center, but also leads to more productive customer interactions. Through the close integration with InQuira's Intelligent Search, MTS Allstream has also improved its training of new service representative by making process, product and service information readily accessible via an intuitive search tool.

"In the fast-paced telecommunications market, superior customer service is the best way to maintain competitive advantage," said Pat Solman, Vice-President Customer Care, MTS Allstream. "After evaluating several other solutions, we felt that InQuira's integrated KM and search solution offered us the best possible option for creating efficiencies in the call center and continuing to improve our interactions with our customers."

InQuira's Intelligent Search automatically indexes any information asset by the semantic meaning of its content to match the user's request with the most relevant responses. The combination of semantic search and KM allows MTS Allstream to productively leverage its entire knowledge base, including unstructured content, structured data sources, and even transactional business applications. In addition, InQuira's Analytics module provides MTS Allstream with actionable insight into customer data and intent to improve service interactions and its knowledge base.

"For companies with large service operations, the ability to effectively manage and access content is essential," said Mike Murphy, CEO of InQuira. "MTS Allstream is an innovative telecommunications service provider with an unfaltering commitment to its customers and employees. We look forward to working with them as they roll this initiative out to the rest of their business."

About MTS Allstream

MTS Allstream Inc. is a wholly owned subsidiary of Manitoba Telecom Services Inc., and is one of Canada's leading national communication solutions providers, delivering innovative products and services through the Enterprise Solutions and Consumer Markets divisions. The Enterprise Solutions division, which operates under the Allstream brand nationally and under the MTS brand in Manitoba, is a leading competitor in the national business and wholesale markets. This division offers customers a portfolio of solutions tailored to the needs of medium and large businesses looking for success in a world of rapidly evolving technology -- Internet protocol-based communications, unified communications, voice and data connectivity services. The Consumer Markets division leads every telecommunications market segment in Manitoba, delivering a full suite of next generation wireless, high-speed Internet and data, digital television and wireline voice services under the MTS brand, as well as small business services across Canada under the Allstream brand, and security and alarm monitoring services through AAA Alarm Systems Ltd., an affiliate of MTS Allstream which also operates in other western provinces. MTS Allstream's extensive national broadband fibre optic network spans more than 24,300 kilometres, and provides international connections through strategic alliances and interconnection agreements with other international service providers. Manitoba Telecom Services Inc.'s common shares are listed on The Toronto Stock Exchange (trading symbol: MBT). For more information, please visit: http://www.mtsallstream.com/.

About InQuira

InQuira, Inc. improves the quality of customer interactions through websites and contact centers with integrated applications for intelligent search, knowledge management, analytics and user experience. InQuira's solutions leverage the company's patented intelligent search technology to understand customer intent in real-time and dynamically create a personalized response experience that incorporates the right information, data, applications and navigation paths. Blue-chip customers of InQuira include: Apple Computer; AVIS Group Europe; BP; Fidelity Investments; Royal Bank of Scotland; and Yahoo! The company is headquartered in San Bruno, Calif. and can be reached by calling +1 (650) 246-5000 or via the Web at http://www.inquira.com/.

InQuira, Inc.

CONTACT: Jason Hekl of InQuira, +1-650-246-5024, jhekl@inquira.com; orTyler Perry of the Bateman Group for InQuira, +1-917-685-7471,inquira@bateman-group.com

Web site: http://www.inquira.com/http://www.mtsallstream.com/

Source: PRNewswire

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