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| destinationCRM.com — CRM Buyers Guide |
181Constitution Drive
Menlo Park CA 94025
US
PH: 650-614-8300
FAX: 650-614-8301
Visit their Web site: www.kana.com
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KANA is a leading provider of Service Resolution Management (SRM) solutions that improve customer satisfaction, reduce service costs, and increase revenues. KANA's award-winning suite of customer service solutions for assisted, self, and proactive service enables companies to resolve customer requests quickly and accurately across multiple channels.
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| Product Description |
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The most scalable e-mail response management application on the market, KANA Response is designed to handle more than 500,000 inbound e-mails every day in virtually any language, guaranteeing almost immediate response to customer queries. The latest version includes increased security layers, enhanced reporting capabilities, agent management and monitoring tools and robust multi-lingual functionality. With its Active Framework, a powerful rules-based desktop integration framework, KANA Response pulls customer data in real-time from other CRM applications and back-office systems to automate the resolution of transactional inquiries. Providing access to context-sensitive information, KANA Response reduces response times, improves agent productivity and bolsters customer satisfaction. Integrated with KANA Response, KANA Response Live is a comprehensive solution for live chat and Web collaboration enabling customers and prospects to engage with agents via the Web, ensuring that self-service transactions are resolved quickly and without escalation to calls into the contact center. Respons Live includes intra-agent chat capabilities, allowing agents to identify and collaborate with the right-skilled individuals in real-time assisting with the resolution of complex inquiries. Its proactive chat model enables organizations to define business rules that automatically identify and engage Web site visitors who are having problems completing self-service transactions. When online visitors accept the proactive chat invitation, they are instantly connected to agents for customer support. KANA’s solution for enterprise knowledge management, Web self-service and customer service optimization, KANA IQ delivers a guided knowledge approach that dramatically reduces the time it takes to answer inquiries. The solution delivers on-demand advice that guides agents or customers through the process of diagnosing inquiries and determining the right answers. KANA IQ 9.1 features workflow capabilities for managing the process of translating and maintaining knowledge-base content in multiple languages. The software offers new knowledge base revision management capabilities - a feature important to any government regulated industry. New enhancements enable organizations to arm agents with the most current knowledge therefore providing superior, individualized customer service without incurring more cost.
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