KANA Software
181 Constitution Drive
Menlo Park, CA, 94025

http://www.kana.com


Product Name: KANA Response

The client, a large European provider of multi-channel, multi-lingual contact center services for U.S. and European clients, had determined that its first and most critical e-channel in the contact center was e-mail. The company began a search for an e-mail management solution that combined reliability with productivity tools that would streamline message handling processes. By testing a variety of offerings, including hosted solutions, the client recognized that KANA Response would meet their needs and demonstrate the company’s credibility in the quality customer support market. “We bombarded KANA Response with emails during our testing phase,” said the client. “It quickly became apparent that the system could easily manage any seasonal volume spikes and our expected growth. Given this level of performance and extensive response automation, we knew Response was the right choice for us. It delivered the WOW factor we were looking for.”