KANA Announces Latest Email Response Management Release for High-Performance Customer Service With Integrated Text Analytics
Ideal for Today's Multi-Channel Call Center Operations, KANA Response Yields Quantifiable and Actionable Insights From the Voice of the Customer
(firmenpresse) - SUNNYVALE, CA -- (Marketwired) -- 05/07/13 -- , a global leader in customer service solutions used by more than 900 organizations worldwide, today introduced , the latest version of its award-winning high-performance email response management solution. New and improved features including integration with help customer support managers tap into the Voice of the Customer (VOC) for more nuanced and timely email response, and make important decisions affecting customer experience.
As well, the newest release of KANA Response contains significant enhancements requested and prioritized by many long term KANA customers including some of the world's best known brands, such as AT&T, Kaiser Permanente and Telus.
"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 multi-channel contact centers," said James Norwood, chief marketing officer for KANA Software. "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."
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. By automatically discovering emerging topics in incoming emails, agents can respond in a more nuanced and timely fashion, identify critical issues quickly, and create the necessary knowledge articles or fixes to resolve issues before additional customers are affected. The ability to identify trends in message topics allows support managers to effectively allocate resources. The KANA Experience Analytics dashboard was designed to create a more efficient contact center with far greater insight into the VOC, and ensures more proactive customer service.
KANA solutions are designed for multi-channel customer service, and KANA Experience Analytics is no exception. 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. Leveraging these varied data sources to provide supervisors with a complete view of the VOC -- what customers are looking for, how they are feeling, and what they are saying about a company's products and services -- is vital to support customer service, sales, marketing and brand reputation initiatives.
Contact center managers are constantly asked to do more with fewer resources; as such, agent productivity is of utmost importance. 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.
As contact centers become increasingly global, it is critical to provide superior support in any language. The latest version of KANA Response includes advanced support for multi-lingual 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.
KANA understands the value of great Customer Service experiences. We know every channel through which a customer communicates with -- and about -- your brand. We provide on-premises and cloud solutions for large enterprises and mid-market organizations, and by unifying and maintaining context for customer journeys across agent, web, social, and mobile experiences, KANA solutions have reduced handling time, increased resolution rates and improved net promoter scores (NPS) at more than 900 enterprises -- including many of the Fortune 500 and more than 250 government agencies. At KANA, we help create differentiated and personalized customer experiences that count.
KANA is based in Silicon Valley, California and has offices worldwide. For more information visit , phone +1 800-737-8738, and follow KANA on Twitter .
KANA is a registered trademark of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.
Contact:
Ryan Zuk
KANA Software, Inc.
+1 626 275 7625
Erin Lutz
Lutz PR for KANA Software, Inc.
+1 949 293 1055
Themen in dieser Pressemitteilung:
Unternehmensinformation / Kurzprofil:
Datum: 07.05.2013 - 13:00 Uhr
Sprache: Deutsch
News-ID 256973
Anzahl Zeichen: 0
contact information:
Town:
SUNNYVALE, CA
Kategorie:
Software
Diese Pressemitteilung wurde bisher 410 mal aufgerufen.
Die Pressemitteilung mit dem Titel:
"KANA Announces Latest Email Response Management Release for High-Performance Customer Service With Integrated Text Analytics"
steht unter der journalistisch-redaktionellen Verantwortung von
KANA Software, Inc. (Nachricht senden)
Beachten Sie bitte die weiteren Informationen zum Haftungsauschluß (gemäß TMG - TeleMedianGesetz) und dem Datenschutz (gemäß der DSGVO).
