KANA Releases Latest Edition of its Enterprise Solution

Verint Systems Inc. and KANA Software have announced the release of the latest version of the KANA Enterprise solution. This new version offers enhancements to improve the effectiveness of customer engagement centers, as well as employee collaboration, productivity, and responsiveness to customer demands.

The new release of KANA Enterprise is the first since Verint acquired KANA Software earlier this year. It offers additional functionality, including new and improved means to manage, monitor, and optimize interactions and contact center resources. It also provides dynamic case management, which is designed to display concise information, as well as peer-to-peer learning for improved employee collaboration.

KANA Enterprise features an interaction and work management engine, with Smart Engagement to ensure service requests go to the best employee for the task, rather than whoever is available at the moment. It routes requests from a wide range of channels, so as to improve first contact resolution and customer satisfaction.

Additionally, it offers new knowledge management features, designed to complement the strengths of Verint Workforce Optimization and improve employee productivity by keeping them up-to-date on all information updates. This includes new chat and secure screen sharing capabilities, as well as web self-service and secure messaging capabilities to help customers serve themselves.

There's also new Activity Streams, designed to encourage peer-to-peer learning and improve response accuracy to customer queries. This enablez organizations to virtually bring their staff together in order to deal with customer issues, and access the resources they need.

According to Blair Pleasant, UCStrategies co-founder, "At the KANA Connect conference last month, the company discussed its vision and emphasis on 'Customer Engagement Optimization,' which is not just about efficiency, but about customer care being the best it can be. With this new release, KANA is backing up its vision." She added, "KANA representatives noted that organizations have to change, and there's a new breed of organization, necessitating the need to make customer service everyone's responsibility, and to transform the way companies engage with customers, putting the customer first. The latest release of KANA Enterprise solution is intended to help with this transformation."

The latest release of KANA Enterprise is available now. For more information, visit www.kana.com and www.verint.com.