Comcast selects InStranet’s Knowledge Management Software

InStranet’s CCIL application lets companies proactively deliver contextual and profilebased knowledge — such as policies, product promotions, and trouble shooting information — to thousands of end users in multiple locations. InStranet’s unique capability to push knowledge helps reduce search times, which can increase customer satisfaction and first-call resolution rates while reducing overall call times. In addition, InStranet’s analytical capabilities enable real-time monitoring of agent knowledge awareness and comprehension.

 Comcast is deploying InStranet’s CCIL software for use by its customer service representatives and technicians throughout 2007 and into early 2008.

“Comcast is focused on making it easier for our customers to do business with us,” said Greg McMichael, Vice President of Customer Service Technology & E-Care at Comcast. “CCIL is a state-of-the-art knowledge management application that will help us do that by giving our employees faster access to important information for resolving customer inquiries.”

“InStranet CCIL is a solid product that is built on innovative technology. With it, InStranet has built an excellent market position in telecommunications,” says Mitchell .I.Kramer, Sr. VP and Sr. Consultant, Patricia Seybold Group. “InStranet had very good customer and financial growth in 2006. We feel that the firm is positioned for continued growth in 2007.”

“InStranet has the best available knowledge management system, and we’re pleased to partner with an industry leader like Comcast to help them provide superior support to their customers,” said Alex Dayon, CEO of InStranet. “In addition, CCIL is easily configurable, enabling local market flexibility and increased responsiveness in distributing profile-based content within a national framework like Comcast’s.”