BriefsKana, Broadbase integrated eCRM package: iCareMenlo Park, Calif. - September 24, 2001 Kana Inc. released its first integrated E-customer-relationship management product suite since its June merger with Broadbase Software Inc., a maker of analytical customer-interaction tools. The Intelligent Customer Acquisition and Retention for the Enterprise Suite, or iCare, simplifies the functions of all Kana and Broadbase products to let companies manage customer interactions across multiple channels. It also gives businesses access to a single view of customer interaction data gathered across contact-management centers, customer self-service sites, and marketing departments. The package consists of six components, all designed to facilitate quick responses to customer-service inquiries and improve marketing efforts. KANA Contact Center(tm) is a multi-channel customer service application for contact centers, that provides complete request management, solution publishing, self-service capabilities, and extranet workflow for complete, high-quality service at lower cost. KANA IQ(tm) � Brings together a self-service solution for customers along with an assisted-service solution for contact center agents. KANA IQ The new KANA IQ release announced today adds an automated learning algorithm that automatically adjusts suggested solutions based on past experience. In addition, rapid categorization and enhanced workflow notification speed knowledge base development and maintenance. KANA ResponseIQ(tm) integrated e-mail management and robust knowledge products. E-mail responses can link directly to a self-service session where customers can immediately resolve their own questions, automatically removing cases from queue and saving agent time. KANA Response(tm) The most effective and widely used e-mail management system in the world, KANA Response provides world-class agent-assisted service with fast, high volume, intelligent, automated e-mail, Web, and instant messaging request management. KANA Marketing(tm) provides marketing organizations with more tools to build lasting relationships with their customers, including new rapid segmentation and recurring campaign functionality. New segmentation tools enable users to create lists quickly within analytic and data mining applications. The newest release of KANA Marketing supports millions of outbound e-mails per day, while also leveraging the industry-leading inbound e-mail handling capabilities of KANA Response. KANA iCARE Analytics(tm) Enables companies to measure and continuously improve customer service, marketing and commerce operations across all touch points. KANA iCARE Analytics is integrated into KANA�s customer service and marketing operational applications, resulting in the ability to continually improve knowledge base and e-mail template content, to track and optimize activity within multi-channel contact centers and marketing departments For more information about Kana, see www.kana.com |
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