KANA launches omni-channel customer service suite

Kana have introduced an end-to-end omni-channel customer service suite – the next generation of KANA Enterprise. 

“KANA Enterprise is the biggest product launch in our history because it unifies the best of all KANA solutions on a single platform, creating the industry’s first true end-to-end customer service suite,” said James Norwood, chief marketing officer for KANA Software. “Some industry commentators suggest end-to-end customer service is still five years out from mainstream adoption, but we firmly believe and have substantiated with customers that the need is here today. Together with these forward-thinking businesses, we’re redefining customer service.”

KANA Enterprise builds upon the acquisitions that they have made (Ciboodle, Trinicom, Overtone and Lagan).  The product  launch  introduces product convergence delivering a wide range of capabilities that includes dynamic case management; web self-service; proactive and mobile chat; co-browsing; social listening, proactive analytics and community engagement; email, campaign and white mail management; and advanced knowledge management.

The Agent Experience features a business process-based and goal-oriented dynamic case management backbone, with a modern user interface that adapts in real time to the context of the interaction at hand – helping agents better resolve issues at the first call.

Salmat, Australia’s largest and most experienced provider of outsourced contact centre solutions for many of Australia’s and New Zealand’s most trusted brands, is among early adopters deploying the solution as a key component of its integrated multi-channel contact centre services offering.

“We needed a solution that could seamlessly integrate customer information, workflow processes and communication channels through a single, unified agent desktop that enables our agents to service our clients’ customers as efficiently as possible – that solution was KANA Enterprise,” said David Besson, chief executive officer, Salmat Customer Engagement Solutions.

Additional early adopters include a global money transfer agent deploying KANA Enterprise as its next-generation contact centre for multilingual customer interactions via phone, web, and social channels; a European commercial airline unifying traditional and digital customer support channels with integrated social media insights; and a global satellite navigation systems provider accelerating issue resolution with context-driven knowledge sharing.

“In an industry that has traditionally approached customer service channels separately, KANA has taken a more holistic approach,” said James Norwood. “KANA Enterprise is a unified platform supporting both agent-based and customer self-service scenarios with a potent mix of technology and capabilities that enable seamless customer service across the contact centre, web, mobile, and social spheres.”