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Expedia Deploys InStranet to Optimize Self-Service and Call Center Customer Experience

Posted on: Friday, 10 February 2006, 09:00 CST

InStranet's Contact Centers In-Line application enables Expedia France to reduce operational costs and agent-training times, increase revenue opportunities, and support business process change

InStranet, Inc., a global provider of multi-channel knowledge applications, today announced that Expedia, worldwide leader in eTravel, has deployed InStranet's award winning Contact Centers In-Line(TM) (CCIL) application to power their French customer self-service Web site and call centers.

CCIL will provide customers with consistent and relevant product and service information to ease their travel experience before, during, and after their booking on the Expedia.fr Web site. In Expedia's call centers, agents from different teams will be able to access the right procedure, promotion, or product information to support customers who need additional assistance. Expedia's objectives in choosing InStranet are to reduce the number of contacts per transaction (contact ratio) and to provide customers with the highest quality of service whether they prefer contact through the Web or over the phone.

Expedia France selected InStranet over other vendors for their ability to effectively manage self-service and call center knowledge in a complex multi-channel environment, where offers, promotions, and processes frequently change. In addition, Expedia is using InStranet to manage FAQs, product and service information, procedures, training, sales initiatives, and "crisis management" alerts, such as weather, strikes, and other incidents. Deflecting calls to the InStranet-driven Web self-service site has been a factor in Expedia exceeding their initial objective to reduce their contact ratio by 10%. In the call center, Expedia expects InStranet to reduce initial and on-going agent training times and to increase additional travel package sales.

"InStranet provided us with the methodology, team, and solutions to be the leading eTravel company when it comes to customer service," commented Jean-Denis Mariani, Customer Operations Director Expedia France. "In addition to their superior knowledge management capabilities, InStranet's excellent business process support -- the ability to easily manage new product launches, organizational and procedural changes, activity fluctuations, as well as crisis management -- made it the optimal choice for us."

"Expedia is looking to deliver exceptional customer service while working with a fast-growing customer base," said Jean-Noel Grandval, VP & General Manager, EMEA and Asia Pacific, InStranet. "Expedia's selection of Contact Centers In-Line to optimize multi-channel knowledge delivery for enhanced customer service is strong validation of our application's value."

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, SureWest Communications, Transcom, UPC Noos, and Wanadoo. Global partners include Aspect Communications, BEA Systems, Genesys, IBM, Oracle, salesforce.com, Siebel, 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.

About Expedia

Expedia delivers consumers everything they need for researching, planning, and purchasing a whole trip. The company provides direct access to one of the broadest selections of travel products and services through its North American Web site, localized versions throughout Europe, and extensive partnerships in Asia. Serving many different consumer segments -- from families booking a summer vacation to individuals arranging a quick weekend getaway, Expedia provides travelers with the ability to research, plan, and book their comprehensive travel needs. Expedia-branded Web sites feature airline tickets, hotel reservations, car rental, cruises, and many other in-destination services from a broad selection of partners. Expedia France can be found on the Web at www.expedia.fr.

Source: Business Wire

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