KANA Response for Email Management
Proven to improve agent productivity as much as 75%

KANA Email service has to be fast, reliable and accurate. Customers who experience long waits and off-the-mark replies are sure to pick up the phone next time. Traditional customer service solutions are not designed to handle exponential increases in email inquiries, causing huge backlogs in unanswered inquiries, missed service levels and unhappy customers.

The solution to high quality email service at dramatically lower cost is KANA Response. The only email solution that automates the process of capturing, documenting, interpreting, routing and prescribing answers, KANA Response streamlines high volume email and Web form management. Forrester rates KANA as the number one vendor for ERMS, and analysts and customers agree — when it comes to email response management, KANA Response sets the standard.

With KANA Response in the contact center, you can:

KANA Response   Highlights of KANA Email Response Management Automated Message handling High performance desktop Integrated knowledge Performance monitoring Enterprise Architecture Kana Email Response Brochure

• Exceed service levels and optimize agent efficiency with intelligent message handling and automatically prescribed, scripted answers.
• Increase response consistency, reduce reply time and agent training with an extensive set of productivity tools and integrated KANA IQ knowledge management.
• Ensure the confidentiality of replies with KANA Secure Messaging .
• Analyze and improve contact center performance with comprehensive reporting.
• Manage long-term email growth and volume spikes seamlessly with proven scalability and reliability.
• Choose from on-premise and Software as a Service solutions for email management designed to meet the volume requirements, contact center staffing and infrastructure needs of your particular organization.

Highlights

Automated message handling
Based on configurable rules, KANA Response interprets message content to determine customer intent and uses templates to automatically send personalized acknowledgements and replies. Intelligent queuing and routing distribute messages to the appropriate departmental, priority, language and skill-based queues where automatically suggested, fully scripted answers reduce the time agents need to review and reply to inquiries.

High-performance desktop
Agent email response efficiency and effectiveness accelerate with a broad range of productivity tools including desktop population with most likely solutions, pre-filled replies that include context-specific customer data aggregated from back-end systems, canned phrase selection, user-defined hotkeys and a universal history of interactions that maintains context across channels.

Integrated knowledge
With the combination of KANA Response and KANA IQ, agents can include rich content, intelligent media and step-by-step instructions that direct customers to comprehensive answers that minimize response time, increase response accuracy, improve first contact resolution rates and boost self-service adoption.

Performance monitoring
An intuitive dashboard provides real-time queues statistics to identify inquiries that have exceeded service levels, enabling supervisors to take immediate steps to improve service delivery. Over 100 real-time and operational reports with data for each department help managers fine-tune email operations.

Enterprise architecture
KANA Response has been proven to manage up to five million emails a month. 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 and quickly introduce new lines of business.

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For more information on how Virtuosol can help you with your enterprise software needs, please contact us.