KANA SOLUTIONS FOR EMAIL & ESERVICE
Reduce customer response time by 50%

KANA customer service solutions for email and eservice continue to lead the industry and are described by Forrester as the right fit for multi-channel contact centers wanting a single suite for all channels. KANA customers have realized exceptional ROI with KANA email and eservice applications, decreasing service costs by 50%, achieving a 96% first call resolution rate and increasing cross-selling success by 14%.

KANA Solutions for eMail & eService   Customer service for a Multi-channel world KANA Response KANA Response Live KANA Secure Messaging Industry Solutions

• KANA Response for email management - The recognized leader in high volume email response management, KANA Response delivers powerful rules-based automation that dramatically improves agent productivity, increases response consistency and scales to manage exponential growth in email volume.
• KANA Response Live for chat and collaboration management - Intelligent routing, pre-formatted replies and real-time queue monitoring enable contact centers to improve speed-to-resolution for live collaboration escalations from customer self-service.
• KANA Secure Messaging - KANA overcomes the limitations of email encryption with a solution that allows consumers to benefit from the simplicity of email, while satisfying strict legal and government requirements for consumer privacy.

Technical Overview

• Rules-Driven Processes - Dynamically applied business rules automate eservice processes, such as queue management, escalations, prioritization, message categorization, auto-acknowledgements and suggested replies.
• Enterprise Interoperability - Standards-based integration capabilities further automate message handling by dynamically fetching and incorporating back-end system data into replies based on the context of the inquiry.
• Secure messaging - Rules automatically classify messages as requiring secure response. Replies are routed to a secure web portal, providing customers with a private site to receive sensitive responses.
• Enterprise Architecture - Multi-tenancy architecture supports multiple lines of business and dispersed service operations so that queues, routing, business rules, auto-acknowledgements, reply templates and reporting reflect the best practices and organizational structure of each unit.
• Scalability and Reliability - Proven horizontal and vertical scalability enables efficient management of thousands of concurrent users and millions of simultaneous interactions.
• Supported Platforms - KANA provides full support for industry standard technologies including IBM AIX, Linux, Sun Solaris, IBM WebSphere Application Server, BEA WebLogic Application Server, IBM DB2, Oracle, Windows and Microsoft SQL Server.

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