New Product Spotlight: May 12, 2004

KANA has made available the KANA Agent IQ and KANA Customer IQ for Credit Cards, solutions designed to help credit card-servicing companies optimize service delivery and decrease overall operating costs. Features of the solutions include a knowledge repository designed to help agents and customers with procedures, policies, fees, account maintenance, disputes, and other common assistance topics. According to the company, the new solution's features also include automated guidance for answering card-related issues; guided workflow, scripting and decision-tree technology; integrated search and retrieval methods; and integration with existing credit-card Web platforms. Pilot Software has made available its PilotWorks 2004 Spring, an integrated, modular, operational alignment framework that includes interactive strategy planning, initiative management, scorecard and dashboard, and modeling and integration components. PilotWorks' initiative component provides links to external project management applications like Microsoft Project or Excel. LivePerson introduced LivePerson 6.5, the newest version of its platform for changing contact center space. LivePerson 6.5 provides enhanced integration of chat, email, and knowledge base, and improved routing capabilities to help corporations expand domestically and abroad their contact center and online sales operations, according to the company. The technology also features upgraded analytics to track online sales to agent communication and agent performance in real time. KnowledgeBase Solutions announced the availability of KnowledgeBase.net v4.0, the newest upgrade to its document and KM application. Enhancements include a more powerful self-learning search engine, remote Web searching and indexing capabilities, new customer facing portal options, .Net module for seamless integration, and new reports, including a TCO report. Extended Systems released OneBridge Mobile Sales, a mobile sales application with predefined contacts, opportunities, reporting, and forecast modules. The product is designed to integrate with any back-end application, and is available for both Pocket PC and Palm devices. The application provides device management capabilities for IT departments, offline and instant access to email and personal information management, and configurable "textblocks" for data collection and detail reporting. ServicePower, a developer and supplier of workforce optimization CRM software, launched the SERVICEPower version 5.3, a solution that enables organizations to plan, schedule, and guarantee the on-time arrival of service technicians at a customer site. According to the company, SERVICEPower also offers business analytics, geographic workforce planning, and wireless communication capabilities.