The new release of Kana Enterprise unifies multinational, multilingual customer service across channels.
Posted Dec 9, 2013
Kana Software, a provider of customer service solutions, today introduced a major new release of its Kana Enterprise solution, featuring new multinational knowledge management and additional functionality designed to speed global customer service administration and reduce the overall cost to serve.
New Kana Enterprise multilingual knowledge management helps agents provide the same level of support to customers worldwide with appropriate translations, language switching, and multilingual searching. Enhanced reporting infrastructure allows easier, faster queries and out-of-the-box reports so organizations can assess the state of individual and overall customer service initiatives and identify opportunities for performance improvements.
Administrators and authors can repurpose content in multiple documents. An enhanced administration interface and design tools give end users more power to modify business objects and advance workflow as needed.
"Kana Enterprise debuted in April as the industry's first unified platform supporting both agent-based and self-service capabilities for seamless customer service across the phone, email, Web, mobile, chat, and social channels," said James Norwood, chief marketing officer at Kana Software, in a statement. "Since then, we've seen significant demand from both new and existing customers to deploy its advanced customer engagement capabilities, many of those being large multinational organizations with far-reaching customer service operations that span multiple countries with the need to support many different languages. Today we're introducing new enhancements aimed at improving the cost to serve and ease of operation to enable even faster and higher return on investment for our B2B and B2C clients."