News : Sabio Adds Agent Desktop Integration to Portfolio from KANA
Sabio has strengthened its portfolio of customer contact centre solutions with the addition of agent desktop, integration and web experience solutions from KANA Software.
??Sabio already holds Premier Partner status with Verint(R) Systems Inc. who recently signed a definitive agreement to acquire KANA Software, Inc. Adding KANA’s customer service suite to Verint’s Actionable Intelligence(R) portfolio will provide organisations with the ability to capture and manage cross-functional information around customer interactions, business processes and workforce performance – creating a comprehensive approach to help optimise customer engagement.
Where the business requirements are applicable, Sabio will incorporate KANA Enterprise technologies into its integrated contact centre solutions to provide agents with a single, unified desktop view of all the information and tools they need to guide them through complex service interactions. Sabio’s Avaya expertise and Avaya AURA™ Communication Manager skills will also ensure that KANA’s agent desktop solutions can be fully integrated with the existing Avaya contact centre platforms used by Sabio customers worldwide.
Commenting on the announcement, Matt Dyer, Head of Multi-Channel Solutions at Sabio, said: "Sabio is passionate about improving the customer journey and, by deploying KANA and leveraging the knowledge and case management capability embedded within the application, we can provide customer service agents with relevant and contextual information that’s specific to customers. This then empowers the agent to serve the customer more intelligently, and delivers customer experience improvements across all available channels."
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Sabio is a specialist customer service and contact centre systems integrator focused on delivering exceptional customer contact strategies and solutions based on best-of-breed technologies from partner organisations such as Avaya, Nuance and Verint. Sabio offers business consulting, systems integration and managed services and has worked with many major organisations across the UK including Argos, Brewin Dolphin, BT Business, Business Stream, Eurostar, Homeserve, Leeds City Council, Office Depot, Thames Water and the multi-award winning Lebara Mobile.
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: Thursday, February 20, 2014