iPhrase and KnowledgeBase Solutions join forces to deliver content authoring

Best-of-breed integration adds improved authoring, content and workflow management

BEDFORD, Mass., Aug. 18, 2004 -- iPhrase(R) Technologies, developer of the OneStep(TM) platform for online search and customer interaction, and KnowledgeBase Solutions, a leading provider of knowledge software for customer support and self service, today announced a relationship that enables integrated content creation for OneStep customer and agent portals. The new knowledge management solution provides iPhrase customers with capabilities for enhanced content authoring and workflow management in addition to its proven search and navigation technology.

Leveraging the best-of-breed abilities of both solutions, customer support representatives can now rapidly search for the information they require online and then quickly and easily create, edit, and manage those documents including a living body of FAQ's, glossaries and knowledge base articles. By providing a single, highly accurate place to search and retrieve answers, customer support agents can augment their existing resources and more quickly and efficiently respond to customer's questions. In addition, the knowledge base delivers the same ease of use and accurate response capabilities for customer self-service portals, which empower customers to find their own answers, further increasing customer satisfaction and organizational efficiencies.

"By integrating with, we are responding to our customers' needs to find information across all content and data silos, coupled with the ability to author and manage content in a seamless way," said Tony Frazier, senior vice president of marketing for iPhrase.

iPhrase OneStep is able to "virtually aggregate" disparate information from repositories such as knowledge bases, PDFs, databases and most other document formats. In addition, with OneStep analytics providing insight into the most utilized support areas and topics, users are well equipped to better determine the value of their resources. As a result of the relationship with KnowledgeBase Solutions, entitled agents and knowledge editors will now have access to the intuitive authoring tools within a user- friendly environment, and can create or enhance content to further improve the online knowledge center and keep it up to date.

Newly integrated OneStep capabilities include:

-- Authoring or importing content in a full-featured article editor using templates and formatting control via Microsoft Word style toolbars,

-- Powerful workflow capabilities configured using a simple user interface for review and approval stages between content authoring and publishing,

-- Support for article versioning, expiration, and subscription,

-- Support for multiple knowledge bases with independently managed taxonomies, workflow and notification rules along with comprehensive reporting capabilities on authoring statistics and status of in-process articles

"The integration of iPhrase OneStep with will increase productivity and profitability in the call center, making it easy for customer service representatives to find and create the information they need to effectively respond to customer questions," said Alex Kazerani, CEO of KnowledgeBase Solutions. "iPhrase customers will be able to support their end- users more effectively without having to scale in order to do so."

The OneStep Platform addresses business challenges across the enterprise including customer and employee service and support, email deflection, contact center management, commerce and search and retrieval. Companies using OneStep routinely achieve 85 to 95 percent accuracy in the searches they perform, are able to increase customer satisfaction in excess of 30 percent, improve inquiry resolution rates and maintain flat customer service headcount after years of growth.

About iPhrase

iPhrase is a leading provider of innovative search and customer interaction solutions that help companies with complex offerings automate sales, service, and support operations. The company's products convert each customer encounter into a measurable business outcome by leveraging a real- time understanding of users' needs, corporate objectives, and available resources to deliver the best possible online experience. More than 170 companies including Charles Schwab, Countrywide Financial, Gateway, National Semiconductor, Neiman Marcus and RadioShack use iPhrase-powered solutions to add millions to their bottom line by reducing costs, increasing revenue, and improving satisfaction among customers, partners, and employees. For more information visit or call 781-533-7300.

SOURCE iPhrase(R) Technologies

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Traci VanHorn

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