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KANA Announces Latest Email Response Management Release
The contact center solution incorporates text analytics.
Posted May 7, 2013
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KANA Software, a provider of customer service solutions, today introduced KANA Response 13R1, the latest version of its email response management solution. New and improved features include integration with KANA Experience Analytics.

KANA Experience Analytics uses advanced natural language processing (NLP) to analyze the text of KANA Response emails. This analysis produces a dashboard of essential information, such as trends, emerging topics, and customer sentiment. In addition to analyzing the text of KANA Response emails, the tool can be used to analyze text from other sources, including Facebook, Twitter, customer forums, and chat transcripts.

The newest version of KANA Response features enhancements to support first call resolution and agent productivity, including improved usability and productivity within the agent desktop and improved spam handling to further reducing clutter from queues. Increased message metadata is now visible to agents; and message display enhancements deliver improved HTML message readability.

The latest version of KANA Response includes advanced support for multilingual messages, notably, improved Japanese language handling and the addition of Norwegian language support. Response now also handles international characters stored in AL32UTF8 and extended UTF-8 Unicode character sets.

"The latest release of KANA Response draws upon what has been a traditional strength for KANA since its inception—email management—and adds powerful new features, such as integration with KANA Experience Analytics, which is increasingly necessary to meet the needs of today's multichannel contact centers," said James Norwood, chief marketing officer at KANA Software, in a statement. "Today, email may be a mature service channel, but volumes show no sign of abating; beyond mere response, the goal is to better understand customer needs quickly and easily and make the best decisions around engagement to improve overall customer experience. This is the value of advanced text analytics combined with email management in the contact center."


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