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Kanisa is a provider of service resolution management applications that drive efficiency, revenue and customer satisfaction. Its suite of knowledge-empowered customer service applications automate the service resolution process across multiple channels including contact centers, service portals, and web sites.Please Login
Although huge improvements in telephony and CRM have automated contact routing and incident management, the agent still answers questions the old-fashioned way, relying on personal experience to ask the right questions and hunt for useful content. November 10, 2004 5:00 AM
This article examines how Service Resolution Management (SRM) can help agents deliver service consistently and efficiently by putting knowledge at their fingertips, rather than replacing agents with technology. April 22, 2004 5:00 AM