KANA Announces Major New Release of Service Experience Management
Latest Version Advances Customer Service Experience with Embedded Chat, Co-Browse and Social Listening
Capabilities
SUMMIT 2011, MIAMI, FL.
, October 3, 2011 -- KANA Software, Inc.
, a world leader in software solutions for Service
Experience Management (SEM), today...
More
KANA Announces Major New Release of Service Experience Management Latest Version Advances Customer Service Experience with Embedded Chat, Co-Browse and Social Listening Capabilities SUMMIT 2011, MIAMI, FL. , October 3, 2011 -- KANA Software, Inc. , a world leader in software solutions for Service Experience Management (SEM), today announced the immediate availability of KANA SEM 11R4, which builds on KANA’s vision for the future of customer service, marked initially by the launch of KANA SEM in 2010. Significantly, SEM 11R4 enables service organizations to collaborate with customers online and gain a deeper understanding of customers through social listening. SEM brings together business process management (BPM), case and knowledge management, social experience management and near real-time analytics in a complete customer-service ecosystem that delivers unprecedented visibility into, and control of, service processes and the customer experience. Key new features of SEM 11 R4 includ
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From kanna Ajay
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Pub. on Oct. 7th 2011
Pages: 2
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Making Email a Part of the Web Self Service Strategy
With emails companies can reduce their cost per contact by up to 75-80 percent compared to phone interactions as
emails are said to be one of the fastest growing customer service channels.
Although Web self service, Web chat and
communities receive more ink and visibility, email...
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Making Email a Part of the Web Self Service Strategy With emails companies can reduce their cost per contact by up to 75-80 percent compared to phone interactions as emails are said to be one of the fastest growing customer service channels. Although Web self service, Web chat and communities receive more ink and visibility, email continues to grow steadily and while customers want to use email, the reliability and quality of this channel has have not always been dependable, thus leading to growing customer frustration and higher service costs. Therefore managing the email conversation with customers requires processes that ensure speed, quality and consistency of response at all times. How email can be a part of the self service strategy Although self-service options may not always be successful, it is important to make it easy for customers to continue to do business with the company, and do your best to minimize more costly telephone contacts. Many companies still do not incorpo
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From kanna Ajay
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Pub. on Oct. 4th 2011
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A Practical and Results-Oriented Knowledge Management Platform
The contemporary customer is a smart and learned one.
He is not the one to fall into baseless traps without concrete
evidence.
The worth of a good or a service has to be proven to enjoy the customer’s patronage.
As businesses aim to
provide better quality services to...
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A Practical and Results-Oriented Knowledge Management Platform The contemporary customer is a smart and learned one. He is not the one to fall into baseless traps without concrete evidence. The worth of a good or a service has to be proven to enjoy the customer’s patronage. As businesses aim to provide better quality services to the customer they try to implement various methodologies to make things simple and fast. However these systems fail to coordinate and execute a cohesive function resulting in dissatisfactory customer service delivery. The customers are provided with inconsistent and poor service which affects the business prospects adversely. The facility of a web self service and chat service is invalid as the customers are not provided with prompt and updated information. The demand for these services is more as customers seek immediate resolutions. This means communication between the customers and the business has to be extremely flexible and transparent. The agent
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From kanna Ajay
Adobe PDF document
Pub. on Oct. 4th 2011
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North Ayrshire Council Set to Deploy KANA Smartphone Solution
Lagan Connect2Tell Will Support Increased Citizen Engagement and Cleaner, Safer Streets.
Sunnyvale, Calif.
September 27, 2011 -- Lagan, a Division of KANA Software, Inc.
and the global leader in
Government to Citizen Technology, today announced that North Ayrshire Council...
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North Ayrshire Council Set to Deploy KANA Smartphone Solution Lagan Connect2Tell Will Support Increased Citizen Engagement and Cleaner, Safer Streets. Sunnyvale, Calif. September 27, 2011 -- Lagan, a Division of KANA Software, Inc. and the global leader in Government to Citizen Technology, today announced that North Ayrshire Council have signed a deal that will see them deploy Lagan Connect2Tell iPhone in a move that it is expected to lead to cleaner, safer streets and lower administrative costs. North Ayrshire Council plan to launch the iPhone App for citizens to download free and use to pinpoint issues while on the move. The App will take advantage of the features of the iPhone, using photos and GPS to support the precise description and location of street–based issues and enabling citizens to track the resolution of their issue. Intelligent routing and seamless integration with Lagan will enable problems ranging from graffiti and fly tipping to traffic light failures and potho
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From kanna Ajay
Adobe PDF document
Pub. on Oct. 3rd 2011
Pages: 2
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Upcoming Webinar Is Exception the Norm in Your Business? — Adaptive Case Management to the Rescue
Are your customer service applications rigid and designed to serve limited types of "straight through" processes? How well can you
handle the exceptions in the process? What if each case and each call was different?
The business...
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Upcoming Webinar Is Exception the Norm in Your Business? — Adaptive Case Management to the Rescue Are your customer service applications rigid and designed to serve limited types of "straight through" processes? How well can you handle the exceptions in the process? What if each case and each call was different? The business environment is becoming increasingly complex. This complexity is created due to multiple products, different SLAs and entitlements, fast changing business conditions and multiple interaction channels. We cannot design applications for all possible combinations, but we can design to manage the unstructured nature of business by creating applications that understand the context and serve contextual UI, knowledge, and processes. To meet the needs of today s customer service standards you need Adaptive Case Management where the Process, UI and Knowledge adapt to the context of the interaction. This supports flexibility, providing a customer experience that s expe
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From kanna Ajay
Adobe PDF document
Pub. on Oct. 3rd 2011
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Views: 0
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Significance of Improving Content in a Knowledge Base in a Call Center
Knowledge Management can have a tremendous impact on the quality of the service operations in a contact center.
With the right knowledge management technologies, customer service representatives have access to the required
information at the right time, thereby...
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Significance of Improving Content in a Knowledge Base in a Call Center Knowledge Management can have a tremendous impact on the quality of the service operations in a contact center. With the right knowledge management technologies, customer service representatives have access to the required information at the right time, thereby enabling more knowledgeable, efficient, and effective customer service interactions. Knowledgeable agents are empowered to take care of a number of a number of issues with remarkable speed and accuracy. Implementing knowledge management requires planning as knowledge base needs to have appropriate content that helps in addressing customer questions and needs to be easily traversed to find the best possible answer in the shortest amount of time. Constant Improvement of Content Content optimization is not a one-time activity. To have an effective and up to date knowledgebase, it is necessary to constantly monitor and add new content, and at the same time f
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From kanna Ajay
Inside Sales Team Contribution to Lead Generation
In a B2B company, the main activities of Inside Sales teams include qualifying, selling and up-selling,
primarily through the phone and sometimes on the web without the necessity of meeting prospects inperson.
For this, Inside Sales representatives need to be able to navigate an...
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Inside Sales Team Contribution to Lead Generation In a B2B company, the main activities of Inside Sales teams include qualifying, selling and up-selling, primarily through the phone and sometimes on the web without the necessity of meeting prospects inperson. For this, Inside Sales representatives need to be able to navigate an organization by phone and have engaging conversations with different roles in an organization. In recent times it can also be used in context of in-bound calls where the prospect initiates the call inquiring about the product/service which is screened by the Inside Sales team. This is a relatively newer phenomenon with the advent of the web and with a lot of product companies relying on the web as an inbound Lead engine. In addition to engaging the prospects on the phone and web meetings, the Inside Sales team needs to be able to conduct web demos and presentations. Why Inside Sales is Important in Lead Generation Inside Sales can be the bridge between Mark
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From kanna Ajay
KANA Announces Self-service Suite for Government
Lagan Connect2Tell to Help Customers Harness the Power of New and Established Service Channels
Sunnyvale, Calif.
September 26, 2011 -- Lagan, a Division of KANA Software, Inc.
and the global leader in Government to
Citizen Technology, today formally announced Lagan Connect2Tell, a...
More
KANA Announces Self-service Suite for Government Lagan Connect2Tell to Help Customers Harness the Power of New and Established Service Channels Sunnyvale, Calif. September 26, 2011 -- Lagan, a Division of KANA Software, Inc. and the global leader in Government to Citizen Technology, today formally announced Lagan Connect2Tell, a suite of applications that support Government Channel Shift strategies via the Web, Smartphones and SocialMedia applications like Twitter and Facebook. Lagan Connect2Tell enables citizens to interact with government organizations, via a broad range of selfservice (nonmediated) channels, while online and on the move. The suite supports one of the five key government process interaction types: “Tell us about it” (the others being “Find out about it”, “Book it”, Pay for it” and “Apply for it”) delivering selfservice capabilities across hundreds of processes ranging from reporting abandoned vehicles to raising a complaint. * Lagan Connect2Tell suite includes t
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From kanna Ajay
Independent Research Firm Names KANA a “Leader” in the Magic Quadrant for
CRM Web Customer Service
Evaluation Based on Customer References, Completeness of Vision and Ability to Execute
Sunnyvale, CA -- (Sept 21, 2011 --KANA Software, Inc.
, a world leader in software solutions for Service Experience
Management (SEM), today...
More
Independent Research Firm Names KANA a “Leader” in the Magic Quadrant for CRM Web Customer Service Evaluation Based on Customer References, Completeness of Vision and Ability to Execute Sunnyvale, CA -- (Sept 21, 2011 --KANA Software, Inc. , a world leader in software solutions for Service Experience Management (SEM), today announced that it has been recognized as a Leader by Gartner, Inc in the 2011 Magic Quadrant for CRM Web Customer Service*. The annual report tracks changes in the web customer service software markets and analyzes market dynamics. KANA s evaluation is based on completeness of vision and ability to execute. "We believe our positioning in the Leaders quadrant is a strong confirmation of KANA s vision. With Service Experience Management (SEM), KANA has delivered a category defining solution that gives customer service managers total control over their service experiences," said James Norwood, CMO of KANA. "Built on a context-aware service-oriented architecture (
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From kanna Ajay
Implementing Strategies for Hoisting Customer Service Experience
The aspiration of every business is to be extremely successful and create its own niche in the market.
Only a few
understand the dynamics of business and implement intelligent strategies.
Along with quality and consistency
flexibility is a pre-requisite.
If your...
More
Implementing Strategies for Hoisting Customer Service Experience The aspiration of every business is to be extremely successful and create its own niche in the market. Only a few understand the dynamics of business and implement intelligent strategies. Along with quality and consistency flexibility is a pre-requisite. If your business has the capability to gauge the latest trends and demands in the market and adapt according to the changing times progress and success is achievable. This is an age heavily reliant on internet and every move is dominated by the internet. Commercial trade has multiplied and all businesses have resorted to the internet to conduct their business operations. The market is becoming competitive each day and each one is trying to employ technology oriented strategies to leverage their business prospects. The response is far greater through website forums and chats. These forums and chats give you an idea of what the customers seek and how the sales of pr
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From kanna Ajay
CA, United States
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