News : New Release of KANA Enterprise Unifies Customer Service Across Channels
SUNNYVALE, CA, Dec 9, 2013 -- KANA Software, Inc., a global provider in customer service solutions, introduces new release of its KANA Enterprise solution, featuring new multinational knowledge management and additional functionality designed to speed global customer service administration and further reduce the overall cost to serve.
Multilingual Knowledge Management and Enhanced Reporting Improve Service Delivery New KANA Enterprise multilingual knowledge management helps agents provide the same level of support to customers worldwide with appropriate translations, language switching and multilanguage searching. Enhanced reporting infrastructure allows easier and faster queries and out-of-the-box reports so organizations can assess the state of individual and overall customer service initiatives, and identify opportunities for performance improvements.
Efficiencies Empower Administrator and Agent Productivity The latest KANA Enterprise release offers new functionality to address the needs of business and technical administrators who are responsible for managing customer support strategies and for achieving substantial return on technology investments. Administrators and authors can easily repurpose content in multiple documents to affordably ensure consistent knowledge sharing. An enhanced administration interface supports easier and faster KANA Enterprise implementations, and simple design tools give end users more power to modify business objects and advance workflow as needed.
Posted by Veronica Silva Cusi, news correspondent
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KANA is a provider of multi-channel customer service. KANA’s integrated solutions allow companies to deliver service across all channels, including email, chat, call centers and Web self-service, so customers have the freedom to choose the service they want, how and when they want it.
Published: Wednesday, December 11, 2013