KANA Announces Latest Email Response Management Release for High-Performance Customer Service with Integrated Text Analytics


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KANA Announces Latest Email Response Management Release for High-Performance
Customer Service with Integrated Text Analytics;

Ideal for Today’s Multi-Channel Call Center Operations, KANA Response Yields
Quantifiable and Actionable Insights from the Voice of the Customer

SUNNYVALE, Calif., May 7, 2013 – KANA

elease&utm_campaign=kana-response-13r1-launch> Software, Inc., Inc., a
global leader in customer service solutions used by more than 900
organizations worldwide, today introduced KANA Response 13R1

response-13r1-launch> , the latest version of its award-winning
high-performance email response management solution. New and improved
features including integration with KANA Experience Analytics

help customer support managers tap into the Voice of the Customer (VOC) for
more nuanced and timely email response, and make important decisions
affecting customer experience.

As well, the newest release of KANA Response contains significant
enhancements requested and prioritized by many long term KANA customers
including some of the world’s best known brands, such as AT&T, Kaiser
Permanente and Telus.

“The latest release of KANA Response draws upon what has been a traditional
strength for KANA since its inception – email management – and adds powerful
new features such as integration with KANA Experience Analytics, which is
increasingly necessary to meet the needs of today’s multi-channel contact
centers,” said James Norwood, chief marketing officer for KANA Software.
“Today, email may be a mature service channel but volumes show no sign of
abating; beyond mere response, the goal is to better understand customer
needs – quickly and easily – and make the best decisions around engagement
to improve overall customer experience. This is the value of advanced text
analytics combined with email management in the contact center.”

Discovering Insights from High Volume Email

KANA Experience Analytics uses advanced natural language processing (NLP) to
analyze the text of KANA Response emails. This analysis produces a dashboard
of essential information such as trends, emerging topics, and customer
sentiment. By automatically discovering emerging topics in incoming emails,
agents can respond in a more nuanced and timely fashion, identify critical
issues quickly, and create the necessary knowledge articles or fixes to
resolve issues before additional customers are affected. The ability to
identify trends in message topics allows support managers to effectively
allocate resources. The KANA Experience Analytics dashboard was designed to
create a more efficient contact center with far greater insight into the
VOC, and ensures more proactive customer service.

KANA solutions are designed for multi-channel customer service, and KANA
Experience Analytics is no exception. In addition to analyzing the text of
KANA Response emails, the tool can be used to analyze text from other
sources, including Facebook, Twitter, customer forums, and chat transcripts.
Leveraging these varied data sources to provide supervisors with a complete
view of the VOC – what customers are looking for, how they are feeling, and
what they are saying about a company’s products and services – is vital to
support customer service, sales, marketing and brand reputation initiatives.

Improving First Call Resolution and Agent Productivity

Contact center managers are constantly asked to do more with fewer
resources; as such, agent productivity is of utmost importance. The newest
version of KANA Response features enhancements to support First Call
Resolution and Agent Productivity including improved usability and
productivity within the agent desktop and improved spam handling to further
reducing clutter from queues. Increased message metadata is now visible to
agents; and message display enhancements deliver improved HTML message

Supporting the Global Customer

As contact centers become increasingly global, it is critical to provide
superior support in any language. The latest version of KANA Response
includes advanced support for multi-lingual messages, notably, improved
Japanese language handling and the addition of Norwegian language support.
Response now also handles international characters stored in AL32UTF8 and
extended UTF-8 Unicode character sets.

About KANA Software

KANA understands the value of great Customer Service experiences. We know
every channel through which a customer communicates with-and about-your
brand. We provide on-premises and cloud solutions for large enterprises and
mid-market organizations , and by unifying and maintaining context for
customer journeys across agent, web, social, and mobile experiences, KANA
solutions have reduced handling time, increased resolution rates and
improved net promoter scores (NPS) at more than 900 enterprises – including
many of the Fortune 500 and more than 250 government agencies. At KANA, we
help create differentiated and personalized customer experiences that count.

KANA is based in Silicon Valley, California and has offices worldwide. For
more information visit www.kana.com

lease&utm_campaign=kana-response-13r1-launch> , phone +1 800-737-8738, and
follow KANA on Twitter @KANAsoftware .

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